Client Experience Specialist - Eastern Time US Based Remote

About the role

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 enhancing the way Coldwell Banker operates by eliminating friction and simplifying the transaction process. This 100% remote position supports various markets, primarily in Pennsylvania, and requires working in Eastern Time.

Responsibilities

• Perform non-licensed administrative tasks for real estate agents, managing contractual dates and deadlines to ensure timely, efficient, and accurate closings.
• Collaborate with the agent services department, agents, and third parties to ensure all compliance documentation is received and properly filed in the appropriate systems.
• Organize all transaction details in applicable systems while providing continuous updates to agents, clients, and third parties.
• Serve as the point-of-contact for all deal stakeholders, including agents and their clients, through closing, obtaining necessary documentation or information for clear-to-close.
• Own and execute full end-to-end transaction processing: enter transaction-related expenses, verify accuracy, prepare commission invoices, calculate and finalize commission payments, and proactively resolve discrepancies to ensure timely and accurate agent payouts.
• Regularly update and manage communication with all parties involved in the transaction.
• Prioritize service to agents and all parties with a positive and engaging attitude to create a seamless experience.

Requirements

• Minimum of 2 years of experience in real estate, mortgage, title administration, or transaction coordination.

Skills

• Self-motivated: Ability to work independently with a sense of urgency in a fast-paced, high-volume, paperless environment.
• People-first approach: Anticipate the needs of agents and consumers to provide exceptional customer service throughout the transaction process.
• Technical proficiency: Ability to learn and navigate multiple software systems with competency, demonstrating comfort with transaction management and financial tools.
• Analytical thinking & transaction accuracy: Apply strong critical thinking and problem-solving skills to ensure precise management of financial details such as expenses, invoices, and commission calculations. Analyze data to identify discrepancies, resolve issues promptly, and maintain compliance and data integrity.
• Process management: Effectively manage end-to-end workflows, prioritize tasks, and ensure timely completion of transaction processing.
• Partnership & collaboration: Remain open to others' ideas and exhibit willingness to try new approaches.
• Oral & written communication: Speak clearly and persuasively in any situation to advise and resolve issues effectively.
• Quality assurance: Demonstrate accuracy and thoroughness, monitoring own work to ensure quality.
• Adaptability: Adjust to changes in the work environment, manage competing demands, and handle frequent changes, delays, or unexpected events while remaining resilient.
• Building collaborative relationships: Develop, maintain, and strengthen partnerships with agents and colleagues while providing information and support.

Benefits

• Medical, dental, and vision insurance.
• Short-term and long-term disability benefits, AD&D.
• 401(k) savings plan with company match.
• Paid time off, including holidays, vacation, and sick time.
• Paid family and paternity leave.
• Life insurance and business travel accident insurance.
• Access to LinkedIn Learning for all employees.
• Employee referral program.
• Adoption assistance program.
• Employee Assistance Program (EAP).
• Health and wellness program with incentives.
• Employee discounts.
• Employee Resource Groups.