[Hiring] MLS Coordinator @Ninja Partners LLC

Role Description

The Quality Assurance Coordinator supports MLS operations by providing front-line member service, reviewing and maintaining data, processing routine compliance and account-related matters, and helping ensure accurate, timely, and well-documented work. The position assists members and staff across multiple communication channels, researches operational and system questions, performs authorized record maintenance, and applies established MLS rules, policies, procedures, and business standards to routine situations. Complex, unusual, ambiguous, or unresolved matters are escalated for additional review.

What does a day in the life of a MLS Coordinator look like?

• Provide front-line support to members through phone, chat, email, and other assigned service channels regarding MLS operations, systems, policies, procedures, requirements, and related services.
• Review listing, membership, office, account, and related MLS records for accuracy, completeness, consistency, and compliance with established policies, procedures, rules, and standards.
• Process membership, office, account, and other assigned transactions accurately and in accordance with established procedures.
• Process routine MLS compliance matters, including listing violations, correction notices, member-reported concerns, complaints, fines, and related follow-up activities.
• Review member corrections and supporting information to determine whether routine compliance issues have been appropriately resolved, and escalate questionable or complex matters for additional review.
• Perform authorized MLS data and record maintenance, including routine listing, membership, office, account, and related data changes.
• Research member, listing, account, compliance, operational, and system-related questions using approved resources, internal systems, documentation, and established procedures.
• Provide Tier 1 support for assigned MLS and member-facing systems by confirming reported issues, performing standard troubleshooting, documenting findings, and escalating unresolved or advanced technical, policy, compliance, or operational matters.
• Apply established MLS rules, policies, procedures, and business rules to routine situations using appropriate judgment, and recognize when additional interpretation, review, or authorization is required.
• Maintain accurate and complete case notes and other documentation of member interactions, compliance activities, research performed, actions taken, communications, and resolutions.
• Communicate professionally with members, brokers, agents, office administrators, internal departments, vendors, third-party organizations, and other stakeholders as necessary to research and resolve assigned matters.
• Help monitor assigned workflow queues and service levels, complete work within departmental expectations, and promptly identify matters requiring escalation or follow-up.
• Identify recurring issues and opportunities to improve processes, documentation, systems, data quality, or member service, and communicate findings through appropriate departmental channels.
• Support data cleanup initiatives, special projects, audit activities, and other quality-control efforts as assigned.
• Maintain working knowledge of assigned MLS systems, products, policies, procedures, and departmental resources necessary to provide accurate support.
• Maintain proficiency across assigned Quality Assurance functions and participate in training and cross-training to support departmental coverage, continuous improvement, and consistent service.
• Meet departmental expectations for accuracy, timeliness, documentation, adherence to established procedures, appropriate escalation, and professional member service.
• Perform other related duties and departmental responsibilities as assigned.

Qualifications

• High school diploma or equivalent
• Previous customer service or related experience
• Strong customer service, communication, and interpersonal skills
• Strong attention to detail, organizational skills, and commitment to accuracy
• Ability to research information, identify relevant facts, and apply established policies, procedures, rules, and business standards appropriately
• Basic analytical, investigative, problem-solving, and troubleshooting skills
• Ability to exercise sound judgment when handling routine matters and recognize when additional review or escalation is necessary
• Ability to document interactions, research, decisions, and actions clearly and accurately
• Ability to learn and effectively use multiple business systems, technology applications, CRM tools, and departmental resources.
• Ability to manage multiple responsibilities and priorities in a fast-paced service environment
• Ability to work independently within established procedures while collaborating effectively with team members and other departments

Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Opportunities for skills training and personal and professional development
• Experience infinite fun so you can have infinite growth.

Company Description

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.