[Hiring] Closing Coordinator @Doma Technology

Role Description

We’re looking for a Closing Coordinator with full closer expertise who will primarily serve as the first point of contact for clients. In this role, you’ll spend most of your day on the phone answering questions, resolving requests, and guiding clients through the closing process without the need for handoffs. When not on calls, you’ll support the closer queue to keep files moving. This is a client-facing, high-impact role that requires both strong escrow knowledge and exceptional communication skills to deliver a seamless closing experience.

• Handle inbound and outbound calls and respond to customer inquiries in an accurate, professional and courteous manner.
• Collaborate with Lenders and Consumers to obtain pertinent facts, direct the preparation of escrow instructions, and assist their lenders and/or agents in the consummation of the transaction.
• Resolve customer issues efficiently, escalating complex cases to supervisors when necessary.
• Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and quality assurance standards.
• Follow established call center scripts, guidelines, and compliance requirements.
• Identify opportunities to improve customer experience and suggest process enhancements.
• Support production functions by supplementing queue support when not on calls, including:
• Conveyance of title - review and clear any items on title.
• Audits and closes file when all funds and documents are received.
• Reviews commitment and/or preliminary title report to verify vesting and legal description and reconcile discrepancies.
• Other escrow duties as assigned/needed.

Qualifications

• At least two years of current Escrow Officer experience.
• One or more years of call center or related experience is strongly preferred.
• Notary optional.
• Customer obsessed mindset.
• Fully proficient in processing and managing an escrow file from start to finish.
• Strong understanding of good escrow practices and knowledge of local regulations and guidelines.
• Strong ability to develop and maintain business by collaborating with sales and marketing, self-promotion and being customer obsessed.
• Capable of processing standard sale, subdivision, loan only, exchange, and commercial escrows without assistance.
• Ability to identify, obtain and read detail relevant to escrow.
• Proven ability to be productive, multi-task, and meet deadlines in a high-volume environment.
• Excellent active listening, verbal and written communication skills with a clear and professional phone manner.
• Comfortable using computer systems, CRM platforms, and multi-line phone systems.

Benefits

• Comprehensive package of benefits to eligible employees (FTE, non-contract): medical/dental/vision insurance, 401(k), generous vacation time, and paid bonding leave.
• Work/Life Balance - We encourage taking Paid Time Off (PTO)!
• 12 Weeks of Paid Family Bonding Leave (Maternity and Paternity).
• Incredible medical, dental, and vision benefits options to allow you to customize to you and your family’s needs that all start in the following month following your first day of employment.
• Health Savings Account (HSA).
• 401K with company match program.
• Short-Term & Long-Term Disability.
• Supplemental Life and AD&D Insurance.
• Critical Illness, Injury and Hospital Insurance.