As a Client Success Specialist, you are driven by collective success and are naturally personable, professional, and helpful with a strong attention to detail. You will work closely and build effective relationships with our Realtors and their licensed / unlicensed Assistant(s), branch operations staff and other members of the Client Success Team to deliver a positive experience by taking proactive measures to decrease turnaround times on the end to end processing of real estate transactions. The key to success for this role will be to enhance our Realtors experience and to exceed our service delivery through the timely processing of real estate transactions from inception to closing.
Key Responsibilities
- Proactively managing the transaction intake process by working closely with Realtors and their licensed / unlicensed Assistant(s), branch operations staff and Client Success Team members : Proactively ensuring that submitted documents are complete and comply with Company policies, procedures and real estate regulations including REBBA 2002 and FINTRAC Ensure that Information is accurately entered into SkySlope and BackOffice Systems Timely follow up for any outstanding documents required to complete transaction file Expedite resolution of issues, errors and escalations
- Process Realtors commission advances
- Respond to all deal related inquiries via phone calls, emails and chat messages
- Develop and maintain strong relationships with our Realtors and branch operations staff
- Always looking for opportunities to improve Realtors experience
- Increase Realtor Satisfaction through the 121 QA survey
Key Qualifications
Customer Obsessed – Understand our Realtors and clients, anticipate and always strive to exceed the customers’ expectations by developing and maintaining positive relationships, facilitating positive interaction and communication, and de-escalating contentious mattersEmpathy – Ability to understand and effectively respond from the perspective of our customersTeam Player – Comfortable collaborating across teamsHighly Organized & Strong Attention to Detail – Ability to prioritize and manage multiple priorities throughout the day and review all documents received criticallyActive Listening and Problem solving – Ability to determine customer needs and a best course of action to proactively investigate and creatively resolve challengesTechnology – Knowledge of Microsoft suite (primarily Word and Excel), Google Suite, Skyslope and BackOffice SystemsEducation / Experience – College or University; minimum of 1 – 3 years customer service experience, processing real estate transactions in a real estate brokerage environment