Customer Experience Rep - Westcor Land Title Insurance Company

https://www.ardaninc.com/california-employee-and-job-application-privacy-notice/

Position Summary: 

As the Customer Experience Representative, you will be the liaison between all of our departments to ensure our clients are receiving a seamless experience across touchpoints. The ideal candidate will have general title industry knowledge and oversee a team of people who respond to inquiries. The qualified candidate will be an encouraging team player, patient, caring, and communicate effectively with team members within the various departments; is able to problem solve daily.  

Essential Functions 

• Answer questions via phone calls and emails from homeowners, lenders, title companies, and attorney offices 

• Assist with inquiries about software issues, endorsements, policy corrections, and claim submission process to obtain final title policies, retype policies  

• Represents the business with a positive attitude and professional appearance  

• Direct point-of-contact for team member inquiries, or concerns; respond to and resolve escalated or complex issues 

• Manage the performance of team members through active motivation, assessing performance, consistent communication, and effective feedback 

• Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures, and remain within compliance guidelines 

• Assist with covering the receptionist desk including answering phone calls through a switchboard, routing calls to the appropriate parties and departments 

• Perform routine clerical tasks including mailing, faxing, filing, and scanning 

• Assist with Federal Express user logins and passwords  

• Oversee the coordination of meeting meals for Executive team 

• Schedule, prepare agenda and lead monthly team meetings 

• Schedule, prepare and conduct monthly team training sessions 

• Assist with the interview processes for new candidates and new team member training 

• Additional duties as assigned by the Director of Customer Experience 

Skills & Qualifications  

• 3+ years of customer experience manager experience or related 

• Excellent listening, written and verbal communication skills 

• Excellent interpersonal and customer service skills 

• Excellent organizational skills and attention to detail 

• Strong analytical and problem-solving skills 

• Strong supervisory and leadership skills 

• Self–Starter  

• Ability to thrive in a fast-paced working environment and be a multitasker 

• Must have poise and patience when dealing with customers 

• Bilingual in English and Spanish, or other languages desired 

• Strong Microsoft Office Suite experience (i.e. Excel, Word, etc.) 

Reasoning Ability 

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to handle, or feel; and reach with hands and arms. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations maybe made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Ardán offers some great perks: 

• Health, dental, and vision benefits


• Employer-paid disability and life insurance


• Flexible spending accounts 


• 401K with company match 


• Paid time off and company-paid holidays


• Wellness resources 

Note: This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the job.