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Title Insurance Concierge

PA - Philadelphia

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About the role

Concierges are the front-line of client's industry-differentiating customer service. This individual will ensure we are delivering a high quality and timely product that is tailored to meet the needs of each customer. The Concierge is responsible for handling all incoming communication, treating urgent requests and errors with the highest priority, and leading the charge making customer-driven changes throughout the business. The Concierge will be excited to join the 'title company of the future,' processing instantly-underwritten files and leveraging technology to streamline the title and escrow process. This role will collaborate with our real estate agent partners, open orders team, Title & Curative team, recording team and funding team and their functions to proactively meet customer needs and provide a delightful transaction experience. 

What will you be doing?

  • Serve as the first point of contact for all customers
    • Answer phone calls and emails
    • Route questions, documents, and information to the correct party
    • Send requested documents and provide status of the transaction
  • Ensure customers are receiving superior service
    • Escalate urgent requests and issues
    • Track errors and take ownership over their resolution
    • Develop a deep understanding of customer preferences and expectations
    • Collect and act on feedback from customers
    • Work closely with Customer Success Managers to develop a strong relationship with customers
  • Advocate for customers throughout the business
    • Propose opportunities to improve the customer experience and operational efficiency
    • Identify and communicate patterns in behavior
    • Partner with Product Management, Engineering, and Data Science to plan and implement improvements
  • Provide transaction support to Title and Escrow
    • Schedule and troubleshoot signings
    • Fix document errors
    • Generate requested documents
    • Procure and send tax statements and plat maps

What skills and experience do you need?

  • 3+ year Title/Escrow experience
  • Title Only/Sub Escrow product experience
  • Excellent phone, email, and face-to-face communication skills
  • Passion for multi-tasking
  • Comfortable navigating difficult interactions with professionalism
  • Love of solving problems and advocating for customers
  • Ability to thrive in a fast-paced, dynamic, and metrics-driven work environment
  • Extreme attention to detail and organizational skills
  • Comfortable with constant change and process improvement
  • Proven customer service experience
  • Strong interpersonal skills and demonstrated ability to work as a team player
  • Proficient computer skills
  • Bonus: Possession of individual title and/or escrow licenses

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