Title Support Specialist - Customer Service

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

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.

The Title Support Specialist - Customer Service utilizes strong communication skills and knowledge of title procedures to support internal teams and external customers while maintaining a high standard of professionalism and customer satisfaction.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

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 and Education Requirements

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

Skills, Abilities, and 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 and 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.)

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

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