Title Administrative Specialist

About the Role

Properly record all title transactions in accordance with the California Health and Safety Code, cemetery laws, and the probate code for inheritance of property, while complying with the 10-grave interment right set forth in the California Business and Professions Code. Process retrieval requests for copies of documents held in document imaging or in the historical archives on various mediums of fiche and film while observing company confidentiality. Provide customer service to both internal and external customers by updating record changes and accurately recording and ensuring that a certificate of ownership for all paid-in-full property owners is printed and properly distributed or mailed. Apply company policies and procedures to resolve a variety of issues, and exercise good judgment at all times while working successfully in a fast-paced environment to meet customer needs.

Responsibilities

• Process property transactions such as transfer of ownership, affidavit of heirs, buy backs, contract amendments, designations, dignity relocations, and lot exchanges while maintaining the accuracy and integrity of the ownership records file.
• Interpret legal documents and understand transfers dealing with family trusts, living trusts, divorce decrees, court orders, wills, pour-over wills, Articles of Incorporation, and Statements of Information for non-profit organizations/churches.
• Understand and comply with the Family Plot Law (California Health & Safety Code, section 8650) to execute the completion of the affidavit of heirs and the inheritance of property for a family plot.
• Complete fully executed contracts to capture transfer fees and process all cash receipts in accordance with SOX control.
• Provide accurate and timely document recording of property records in the system, including the collection and recording of all fees.
• Maintain clear and accurate documentation of all property transactions and record changes by scanning and uploading to HMIS and ensuring document security.
• Review the certificate of ownership processing function daily in HMIS to verify, issue, and print certificates of ownership and/or distribute to the Sales Department for all paid-in-full property owners.
• Research and provide copies of contracts, duplicate certificates, etc., for customer pre-need property, pre-arrangements, at-need fulfillment, subpoenas, or customer requests.
• Respond to daily email and webmail requests from internal and external customers while adhering to confidentiality rules.
• Demonstrate a high level of confidentiality, common sense, judgment, and a sense of urgency, and ability to set priorities.
• Adhere to company policies, procedures, rules, and controls.
• Act on customer complaints to provide satisfactory resolution.
• Adhere to safety rules and regulations, and report unsafe practices to management.
• Understand and achieve annual SMART goals.
• Participate in training and skill development opportunities to improve competency and customer service.
• Exhibit professionalism, punctuality, and excellent attendance.

Requirements

• Two years’ experience in providing professional, superior customer service by phone and in person.
• High School Diploma or GED.
• Excellent oral and written English communication skills.
• Proficiency with PC and MS Office software (Outlook, Word, Excel, etc.).
• High level of critical thinking, problem-solving skills, and attention to detail.
• Knowledge of cemetery law (California Health & Safety Code, Probate Code for family plot law, and California Business and Professions Code) is a plus.
• Understanding of degrees of kinship for transferring family plots, joint tenancy, and vested right of interment.
• Experience with HMIS System is a plus.
• Knowledge of Documentum and Phoenix.
• Ability to keyboard accurately at 45 wpm.
• Ability to communicate clearly and accurately with all levels of the company.
• Excellent interpersonal relations skills and flexibility.
• Conflict resolution skills to deal with difficult customers.
• High level of confidentiality and accuracy.
• Ability to research hard copy and electronic records with minimal supervision.
• Bilingual is a plus.

Key Competencies

• Open Communication
• Building Relationships
• Personal Leadership
• Commitment to Quality
• Business Focus
• Customer Focus
• Positive attitude

Working Environment

Work is primarily seated and/or standing, where the noise volume is quiet to moderate. The role involves working under daily deadlines while responding to internal customers, high-volume phones, and meeting with families by appointment and as needed. Maintain high accuracy and document security while providing superior customer service. Detail accuracy is extremely important, and the ability to cope with constantly changing priorities and interruptions is required. Compliance with the Operations Dress Code Policy is mandatory.

Physical Requirements

• Meet with families in an office, answer heavy phone calls, and respond to company website inquiries.
• Handle difficult customers using conflict resolution skills.
• Potential eyestrain from constant viewing of computer monitors; ergonomic requirements must be considered for safety and health.
• Sit or stand for long periods.

Equipment / Machines Operated

• Computer workstation with dual screens
• MS Office software (Outlook, Excel, Word)
• Scanner, printer, copier
• Check Reader and Credit Card Machine
• Microfilm/fiche reader/printer
• Telephone, calculator, 10-key
• File cabinets, file boxes, step stool

Pay

$22.00/hr – $27.00/hr. Exact compensation may vary based on skills, experience, and location.

Benefits

• Medical, Dental, Vision
• Flexible Spending Accounts (health care and dependent care)
• Health Savings Account with Company Contribution
• Sick Leave
• Short-Term Disability, Long-Term Disability
• Life Insurance
• Voluntary Accidental Death or Dismemberment Insurance
• Dependent Life Insurance
• SCI 401(k) Retirement Savings Plan with Company match
• Employee Assistance Program