Client Experience Specialist - Eastern 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 position is 100% remote and supports various markets, primarily in Philly. The ideal candidate will be able to work in the Eastern Time Zone.

Responsibilities

• Perform non-licensed administrative tasks for real estate agents. Identify and manage contractual dates and deadlines to ensure the transaction closes in a timely, efficient, and accurate manner.
• Collaborate closely with the agent services department, agents, or other third parties to ensure all proper documentation is received for compliance in the transaction file within the appropriate systems.
• Organize all transaction details in applicable systems while providing continuous updates to the agent, client, and third parties.
• Serve as the point-of-contact for all deal stakeholders, including agents and their clients through closing, 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.

Requirements

• Minimum of 2 years of real estate, mortgage, title administration, or transaction coordination experience required.
• Conveyancing experience strongly preferred.

Skills

• Self-motivated: Able to work independently with a sense of urgency in a fast-paced, high-volume, paperless environment.
• People-first approach: Keeps the agent and consumer at the center of the transaction by anticipating their needs to provide exceptional customer service throughout the 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: Applies 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: Effectively manages end-to-end workflows, prioritizes tasks, and ensures timely completion of transaction processing.
• Partnership/Collaboration: Remains open to others' ideas and exhibits willingness to try new things.
• Oral/Written Communication: Speaks clearly and persuasively in any situation to clearly advise and resolve issues.
• Quality Assurance: Demonstrates accuracy and thoroughness and monitors their own work to ensure quality.
• Adaptability: Adapts to changes in the work environment, prioritizes and manages competing demands, and deals with frequent changes, delays, or unexpected events while remaining resilient.
• Building Collaborative Relationships: Develops, maintains, and strengthens partnerships with agents and colleagues while providing information and support.

Benefits

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