The Escrow Support Specialist plays a key role throughout the duration of the real estate transaction by providing centralized support to a variety of Escrow Officers to ensure a smooth closing experience for the consumer. Specifically, this role is responsible for providing a high level of customer service to the Escrow Officer, agent and consumer, ensuring efficient and effective file management and applying appropriate escrow knowledge throughout the transaction in order to accurately complete tasks and communicate with local escrow teams and customers. 

Job Responsibilities: 

Task Management: 

Maintain an accurate daily task list (workflow dashboard) without overdue items. 

Provide centralized operational support to the escrow branch, including: 

Reviewing commitment/prelim and seller/buyer information forms. 

Ordering tax certificates, HOA certificates/statements, surveys, payoff statements, and lien releases. 

Balancing files and preparing closing documents. 

Handling any other assigned workflow dashboard tasks. 

Document Evaluation: 

Evaluate and review real estate contracts and all supporting documents meticulously. 

Manage files to ensure accuracy and completeness of documentation. 

Compile and process escrow instruction packages. 

Branch Collaboration: 

Collaborate with branch operations to prepare for closings. 

Consistently communicate with Escrow Officers and local branches regarding file updates, changes, or issues. 

Risk Assessment: 

Exercise sound judgment to identify discrepancies and assess risk levels, enabling informed decisions. 

Education / Experience 

Demonstrated understanding of the real estate transaction including knowledge about the different aspects of the “life of a file.” 

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies: 

Self-motivated - able to work independently with a sense of urgency in a fast-paced, high volume paperless environment. 

People first approach- providing exceptional customer service to Escrow Officer, agents, and other appropriate parties throughout the transaction process. 

Technical- ability to learn and navigate multiple software systems with a high level of competency. 

Critical Thinking/Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information thoughtfully and maintains confidentiality. 

Partnership/Collaboration—the individual remains open to others' ideas and exhibits willingness to try new things. 

Oral/Written Communication—the individual speaks clearly and persuasively in positive or negative situations to clearly advise and resolve any issues. 

Quality Assurance —the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality. 

Adaptability—the individual adapts to changes in the work environment, prioritizes and manages competing demands, and can deal with frequent change, delays, or unexpected events while remaining resilient. 

Building Collaborative Relationships – the individual develops, maintains, and strengthens partnerships with agents and colleagues while providing information, assistance, and support.