Title Support Specialist - Customer Service

Position Summary

The Title Support Specialist - Customer Service is responsible for supporting daily operational and customer service functions within the title department. This role processes incoming mail and documents, manages system queues and shared inboxes, and responds to client inquiries to ensure timely and accurate service delivery.

Mail & Document Processing

• Process incoming mail, FedEx deliveries, and original documents.
• Distribute and route documents appropriately to ensure timely handling.
• Maintain accurate tracking of received and processed documents.

Queue & System Monitoring

• Monitor Customer Service queues in ResWare and assigned Outlook inboxes.
• Assist with processing bringdowns, loan amount and loan number changes, address and property type revisions, tax updates and revisions, and other assigned requests.
• Provide title processing backup support as needed.

Customer Service & Communication

• Respond to inquiries via phone, email, and in-person in a timely and professional manner.
• Route inbound calls to the appropriate department or team member.
• Provide status updates regarding title clearance, document revisions, and related matters.
• Maintain detailed and accurate records of client interactions and communications.
• Handle customer complaints or concerns professionally and escalate when necessary.
• Ensure client satisfaction while upholding company service standards.

Qualifications & Education Requirements

• High School diploma or equivalent required.
• 1+ year of relevant industry experience preferred.
• Experience with ResWare preferred.

Skills, Abilities, & Knowledge

• Excellent oral and written communication skills, including ability to effectively communicate with internal staff and external customers via phone and email.
• Strong attention to detail.
• Ability to work under pressure and meet deadlines while maintaining a positive attitude and delivering exemplary customer service.
• Ability to work independently and complete assignments within prescribed routines and standard accepted practices.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Understanding of title procedures and customer service best practices.

Work Environment & Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
• Light lifting and carrying (up to 20–25 lbs.)

Benefits

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships