What are the responsibilities and job description for the Client Experience Specialist position at Realogy?
Position Overview
The Client Experience Specialist is a service minded professional who manages all non-licensed aspects of the transaction, from contract to close, to create a seamless experience for the agent, consumer and all deal parties. You are part of a collaborative team that is enhancing the way that Coldwell Banker is doing business by eliminating the friction and simplifying the transaction process.
The key to success in this role is the ability to multi task, problem solve and communicate effectively with agents, clients, third parties and internal operations. As a trusted professional, you provide our agents, homebuyers, and sellers a like, the confidence that their transaction is in reliable and skillful hands.
Primary Job Functions
Responsibilities may include but not be limited to:
Perform non licensed administrative tasks for real estate agents. Identifying and managing the contractual dates and deadlines and ensuring the transaction is closed in a timely, efficient, and accurate manner.
Collaborating closely with agent services department, agents or other third parties to ensure all proper documentation has been received for compliance in the transaction file in the appropriate systems.
Organizing all transaction details in applicable systems while providing continuous updates to the agent, client and third parties.
Serve as all deal stakeholder’s point-of-contact for agents and their clients through closing, which includes obtaining documentation or information needed for clear to close.
Coordinate or confirm scheduling of home inspections, appraisal and closing with all deal parties.
Regularly update and manage communication with all parties involved in the transaction.
Prioritize service to the agent and all parties with a positive and engaging attitude to create a seamless experience.
Education / Experience
Associate or bachelor's degree preferred.
Minimum of 2 years Real Estate/mortgage/title administration/transaction coordination experience required.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Self-motivated - able to work independently with a sense of urgency in a fast-paced, high volume paperless environment.
People first approach- keeping the agent and consumer at the center of the transaction by anticipating their needs to provide exceptional customer service throughout the transaction process.
Technical- ability to learn and navigate multiple software systems with an elevated level of competency.
Critical Thinking/Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information thoughtfully and maintains confidentiality.
Partnership/Collaboration—the individual remains open to others' ideas and exhibits willingness to try new things.
Oral/Written Communication—the individual speaks clearly and persuasively in positive or negative situations to clearly advise and resolve any issues.
Quality Assurance —the individual demonstrates accuracy and thoroughness and monitors their own work to ensure quality.
Adaptability—the individual adapts to changes in the work environment, prioritizes and manages competing demands, and can deal with frequent change, delays, or unexpected events while remaining resilient.
Building Collaborative Relationships – the individual develops, maintains, and strengthens partnerships with agents and colleagues while providing information, assistance, and support.
NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.
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