Real-Estate Document Processing Support Specialist

Essential Duties And Responsibilities

• Provide support services using internal and external applications
• Escalate issues based on business impact and service level agreement (SLA) requirements
• Thoroughly document incident activities
• Have an understanding of support service concepts and be able to identify the differences among events as incident or problem
• Escalate and coordinate communication across functional groups
• Act as a point of escalation for Tier I staff
• Provide shift coverage as needed
• Maintain document submission, formatting and data entry to ensure timely and accurate recording
• Identify inefficiencies and bottlenecks in current process
• Monitor outcomes to ensure improvements are sustained over time
• Other duties as assigned or required

Expertise

• Competent to work with minimal supervision
• Maintains awareness of appropriate escalation scenarios to ensure the most efficient resolution
• Acts as escalation point to less experienced staff
• Demonstrates effective communication skills
• Strong attention to detail and problem solving skills

Experience

• Typically has 1-3 years of relevant work experience in a support role
• Knowledge of real estate property documents is preferred but not required

Technical Skills

• Possesses intermediate proficiency in Microsoft Excel including, VLookup, Pivot Tables, with the capacity to manipulate data
• Proficient in Microsoft Windows and Office suite (Outlook, Word, Excel, Teams, etc.)
• Proficient in navigating computers and browsers to manage digital tasks and accessing online resources
• Able to follow instructions given both in writing and verbally to complete tasks accurately
• Maintain detailed and technical expertise of business operations, workflow, and procedures for supported business functions
• Possesses documentation skills with the ability to record processes in a clear, concise, and organized manner
• Skilled in understanding workflow configurations
• Able to prioritize tasks daily
• Typing skills: 40-50 wpm
• Able to operate scanner, printer, fax machine, phone
• Experience with Salesforce or another CRM system is preferred but not required

Knowledge/Skills/Experience Required

• Educational Requirements: Associate's Degree or higher degree preferred but not required; relevant work experience will be considered

Communication And Interpersonal Skills

• Excellent interpersonal and customer service skills
• Ability to prioritize and handle multiple projects and prioritize effectively
• Strong attention to detail and organizational skills
• Absolutely must be able to work an identified 8 hour shift between the hours of 7:00 a.m. to 7:00 p.m., Monday through Friday
• Consistent attendance is required, which may include attendance at after-hour company events
• Absolutely must be able to accept supervision
• Absolutely must be able to foster, develop and maintain professional and collaborative working relationships
• Absolutely must be a personable, positive, and professional representative of the company
• Absolutely must be able to work overtime as requested and approved by supervisor
• Absolutely must be able to perform other duties as assigned by supervisor

Physical/Mental Demands

• Proactive problem solver with a strategic mindset that is capable of critical thinking
• Demonstrate a strong aptitude for quickly learning new applications and tools with training
• Able to change tasks quickly and proficiently
• Able to work with confidential information
• Must be flexible with a can-do attitude and can remain professional under high pressure situations
• Able to learn tools and applications with training
• Able to work in an office setting five days a week
• Repetitive and continual keyboard activity and interaction
• Sedentary work: The majority of activity in this position involves sedentary work including sitting, standing, walking and the occasional need to lift or move objects

Benefits

• Comprehensive medical, prescriptions, dental and vision plans
• 401(k) plan with a discretionary company match
• Shareholder Purchase and Reinvestment Plan
• Basic life and accidental death and dismemberment insurance premium paid by the company
• Fertility and Family Building Benefits
• Paid Disability benefits
• Paid time off programs
• 11 Company paid holidays per year
• Flexible spending account
• Health savings account (available to High Deductible Health Plan participants only)
• Employee Assistance Program
• Education Assistance Program
• Voluntary benefits, such as Critical Illness, Hospital Indemnity, Pet Insurance and Accident Insurance
• Title insurance policies and certain escrow services for the employee’s primary personal residence at no charge
• Transportation benefit plan for mass transit, parking and vanpool, in several markets