Job Description
Job Description
Position:Client Success Specialist - Colchester, CT
The position is open to candidates who are detail oriented, organized and can demonstrate the ability to work quickly, accurately and under pressure. You will be responsible for ensuring the firm’s clients receive platinum level service and supporting our real estate paralegals and attorneys. Candidates must be capable of multi-tasking while maintaining precise attention to details.
Client Success Role (Primary)
The core objectives of the Client Success Role are threefold:
- Act as the frontline of communication to provide accessible and exceptional customer service to all clients.
- Resolve all possible client requests up-front in order to provide the best possible customer experience.
- Identify escalated issues and communicate effectively to appropriate operations teams by utilizing escalation processes within HLFs operating software, Resware.
HLF’s emerging Client Success Team receives all inbound client phone calls and emails in real-time to ensure client requests are addressed immediately, and personally. This means that we answer every client call with a real person (not with an auto-attendant or a voice mailbox). Each client phone call or email will be handled by a highly skilled individual who is likely to be able to resolve the issue on the spot (our goal is to provide a “one-call; one-person resolution” at least 80% of the time). For issues that require additional coordination, Client Success Team members will navigate seamlessly within HLF’s operations and management to find resolutions, and follow-up with communication to clients.
Pre-Closing Role
Responsibilities May Include
- Inputting new contract data into the firm’s processing software;
- Following up with buyers for earnest money deposits;
- Introducing the firm to all the participants in the transactions and communicating our services and expectations;
- Gathering documentation necessary to prepare a transaction to close, including payoff demand letters from lenders, tax collectors and other lien holders;
- Reviewing payoff demand data for accuracy and inputting figures to the firms processing software;
- Producing closing documents for paralegal and attorney review;
- Documenting and noting all files with detailed and accurate information, and
- Scheduling closings with buyers, sellers, borrowers and lenders.
Post-Closing Role
Responsibilities May Include
- Auditing signed documents from closing transactions to ensure the correct parties have signed, their signatures comply with local law, the documents are properly notarized and witnessed, and the closing packages are complete;
- Tracking document packages from signing to delivery back to our clients;
- Reviewing real estate titles to ensure all open mortgages, liens and taxes are paid through closing;
- Reviewing demand letters to ensure accurate payment;
- Identifying and resolving closing errors;
- Communicating with clients and closing attorneys as necessary, and
- Preparing files for timely and accurate disbursement.
Escrow Role
Responsibilities May Include
- Processing incoming wire and outgoing wire transactions;
- Receiving and deposit incoming deposit and short to close checks;
- Disbursing REO, purchase, sale and refinance transactions;
- Initiating outgoing wire transactions;
- Processing stop payment requests;
- Processing deposit returns when transactions terminate;
- Providing disbursement confirmations in accordance with client requirements;
- Reviewing IOLTA accounts (hold reports) and daily reports to reconcile and review and discrepancies, and
- Electronically recording mortgages and deeds with recording offices throughout the United States.
Post-Escrow Role
Responsibilities May Include
- Electronically recording mortgages and deeds with recording offices throughout the United States;
- Preparing shipping documents, cover letters and mailing labels;
- Maintaining records of incoming and outgoing shipments;
- Organizing a high volume of critical shipments and ensuring timely mailing, and
- Scanning, verifying and uploading of documents into our database.
Vendor Management Role
Responsibilities May Include
- Sourcing and vetting potential new vendor and attorney partners;
- Recruiting, onboarding, and maintaining relationships with new and existing vendor and attorney partners;
- Negotiating fees and coverage area terms with vendors and attorney partners;
- Ensuring all required vendor and partner onboarding documents, contracts, fee schedules, and various compliance items are captured and maintained as current;
- Identifying, reviewing, and acting upon key vendor and partner performance indication data;
- Assisting vendors and attorney partners with administrative needs (address changes, fee changes, availability changes, etc);
- Documenting and noting all vendor and partner files, tracking spreadsheets, etc. with detailed and accurate information, and
Assisting in-house accounting personnel with vendor billing reconciliation