Client Success Specialist
3 days ago
Senior Client Success Specialist
As a Senior 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.
**You will add value by**:
- 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
○ Performing Quality Control reviews to ensure that Information is accurately entered into Transaction Desk and BackOffice Systems facilitating a seamless closing process
○ Timely following up for any outstanding documents required to complete transactions and close deals
○ Processing commission cheques to Realtors®, cooperating brokers and clients in a timely manner
○ Expedite resolution of issues, errors and escalations
- Processing Realtors® commission advances promptly
- Timely follow up with lawyers and other Brokers for any outstanding commission balances
- Developing and maintaining strong relationships with our Realtors® and branch operations staff
- Always looking for opportunities to improve Realtors® experience
**Your Performance Objective**:
- Increase Realtor Satisfaction through the 121 QA survey
**About you: You will have the following skills / knowledge and education / experience**
- 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 matters
- Empathy - Ability to understand and effectively respond from the perspective of our customers Team Player - Comfortable collaborating across teams
- Highly Organized & Strong Attention to Detail
- Ability to prioritize and manage multiple priorities throughout the day and review all documents received critically
- Active Listening and Problem solving - Ability to determine customer needs and a best course of action to proactively investigate and creatively resolve challenges
- Technology - Knowledge of Microsoft suite (primarily Word and Excel), Google Suite, Transaction Desk and BackOffice Systems
- Education / Experience - College or University; minimum of 1 - 3 years customer service experience, processing and closing real estate transactions in a real estate brokerage environment
**Job Type**: Fixed term contract
Contract length: 12 months
**Benefits**:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
Schedule:
- 8 hour shift
- Monday to Friday
**Education**:
- Secondary School (preferred)
**Experience**:
- Real Estate Deal Processing: 1 year (required)
Work Location: Hybrid remote in ON and / or Mississauga, ON
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