[Hiring] Client Experience Specialist @Anywhere

Role Description

The Client Experience Specialist is a service-minded professional who manages all non-licensed aspects of the real estate 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 multitask, solve problems, and communicate effectively with agents, clients, third parties, and internal operations. As a trusted professional, you provide our agents, homebuyers, and sellers the confidence that their transaction is in reliable and skillful hands.

This position is 100% remote and will support various markets, primarily in California. The ideal candidate will be able to work in Pacific Time.

Responsibilities:

• Perform non-licensed administrative tasks for real estate agents.
• Identify and manage the contractual dates and deadlines and ensure the transaction is closed in a timely, efficient, and accurate manner.
• Collaborate 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.
• Organize 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.
• Own and execute full end-to-end transaction processing by entering transaction-related expenses, verifying accuracy of details, preparing commission invoices, calculating and finalizing commission payments, and proactively resolving discrepancies to ensure timely and accurate agent payouts.
• 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.

Qualifications

• Minimum of 2 years Real Estate/mortgage/title administration/transaction coordination experience required.

Requirements

• 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 while demonstrating comfort with transaction management and financial tools.
• Analytical Thinking & Transaction Accuracy - able to apply strong critical thinking and problem-solving skills to ensure precise management of financial details such as expenses, invoices, and commission calculations while analyzing data to identify discrepancies, resolve issues promptly, and maintain compliance and data integrity.
• Process Management - able to effectively manage end-to-end workflows, prioritize tasks, and ensure timely completion of transaction processing.
• 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 any situation 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 changes, delays, or unexpected events while remaining resilient.
• Building Collaborative Relationships - the individual develops, maintains, and strengthens partnerships with agents and colleagues while providing information & support.

Benefits

• Medical, Dental, Vision, Short-term and Long-term disability benefits, AD&D.
• 401(k) savings plan with company match.
• Paid Time Off to Include Holidays, Vacation Time, and Sick Time.
• Paid Family & Paternity Leave.
• Life Insurance.
• Business Travel Accident Insurance.
• All employees receive access to LinkedIn Learning.
• Employee Referral Program.
• Adoption Assistance Program.
• Employee Assistance Program.
• Health and Wellness Program and Incentives.
• Employee Discounts.
• Employee Resource Groups.