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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and team-building capabilities while managing client relationships and ensuring operational excellence. Proficient in data analysis and performance management to drive continuous improvement in a client-centric environment.
Highest-signal resume keywords
Leadership ExperienceClient Relationship ManagementData Analysis and KPI DevelopmentConflict Resolution SkillsQuality Auditing Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality ManagementPerformance Improvement PlansRoot Cause AnalysisKPI MeasurementEscrow KnowledgeReal Estate KnowledgeMortgage KnowledgeAnalytical Problem-SolvingTraining and DevelopmentProject Management
Soft Skills
Emotional IntelligenceInterpersonal SkillsNegotiation SkillsOrganizational AbilitiesCommunication Skills
Tools & Technologies
Microsoft TeamsOutlookExcelOfficeMSP/BlackKnightSagent
Certifications & Qualifications
Lean Six Sigma Training
Industry Keywords
EscrowReal EstateTitle InsuranceMortgageQuality Auditing
About the role
Key responsibilities & impact- Lead a team of front-facing company representatives serving clients and their customers
- Collaborate with internal and external teams to facilitate a seamless client experience
- Foster a high-energy, client-centric operation based on accountability and engagement
- Manage client relationships through weekly and monthly status meetings, annual business reviews, escalation resolution, Service Level Agreement adherence, and quality management
- Manage timely and professional email communication
- Coach, counsel, and train customer care associates
- Draft and present formal coaching, corrective action, and performance improvement plans
- Drive accountability for direct reports in production and quality control
- Monitor call quality and provide verbal and written feedback
- Address training needs and employee performance management
- Resolve quality issues with internal and external stakeholders
- Develop and measure KPIs including schedule adherence, after-call work, quality, call-handling efficiency, and attendance/reliability
- Interview and select new employees
- Train and lead staff in departmental operations, processes, procedures, and requirements
- Communicate departmental initiatives and priorities to the team
- Present data to internal and external stakeholders to drive vision and purpose
- Maintain continuous improvement and professional development
- Provide cross-training and business continuity support
- Provide coverage assistance to Contact Center management, including evening and weekend shifts
- Support the contact center until the 8pm CST closing time when required
- Manage approximately 12–15 direct reports
Requirements
What you’ll need- Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or another relevant industry
- 4+ years of related experience in real estate, mortgage, escrow, or quality auditing
- 3+ years of leadership experience
- Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture
- Exceptional leadership skills, including team-building and emotional intelligence
- Demonstrated ability to motivate teams and manage change effectively
- Strong interpersonal, negotiation, and conflict resolution skills
- Excellent written and oral communication skills, including communicating complex data clearly to multiple audiences
- Excellent planning and organizational abilities
- Experience managing and/or interacting with geographically distributed teams
- Ability to coordinate with stakeholders across multiple functions and geographic locations
- Ability to prioritize and conduct multiple projects simultaneously while maintaining day-to-day operational excellence
- Ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions
- Strong analytical and problem-solving skills
- Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets
- Proficient computer skills, including Microsoft Teams, Outlook, Excel, and Office
- Ability to maintain a positive and professional demeanor in fast-paced, high-stress situations
- Familiarity with MSP/BlackKnight and Sagent is a plus
- Prior Lean Six Sigma training and/or experience is a plus
Benefits
Comp & perks- Flexible work model with hybrid schedule
- Generous PTO
- 11 paid holidays
- Well-being and volunteer time off
- Up to 16 weeks of fully paid parental leave
- Baby stipend
- Multiple medical plan options
- Mental health and wellness support offerings
- 401(k) with company match and vesting after one year
- $400 annual well-being stipend
- Tuition assistance up to $5,250
- Recognition Rewards
- Referral bonuses
- Exclusive discounts
- Professional growth opportunities
- Competitive salary and benefits package