Commercial Customer Relationship Manager (CRM)

Job Description

Job Description

Job Description

Title:

Customer Relationship Manager: Commercial

Department:

Reports To:

Location:

Farmington Hills, MI

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Employment Type:

Full-Time

Job Code:

TBD

Effective Date:

05/01/2026

Position Summary

The Customer Relationship Manager: Commercial (CRM) collaborates with Processors and Customers to gather all necessary documents and information required to advance the file to and throughout closing and post-closing.

Essential FunctionsPre-Closing

• Opening new orders. Circulating Earnest Money Escrow Agreements.
• Collects customers' contact information; all parties and Source of Business.
• Enters/Documents transaction type and representation.
• Reviews Purchase Agreement (PA) and inputs into Qualia the following information: EMD; Fully Executed; Policy Selected; Closing Date.
• Confirms legal/parcel match PA and commitment.
• Sends opening letters and invoices fees.
• Sends Commitment email, including CPL and Wire Instructions.
• Process EMDs.
• Obtains title requirements shown on the commitment
• Verifies Tax Bill in File and updates when out of date.
• Verifies outstanding water invoices
• Documents payoff amounts in file/authorizations.
• Updates as needed for all information — at the time of closing and through closing.
• Sends follow-up emails regarding open requirements for closing
• Obtaining Quote approvals for certain title searches.
• Receipts in Earnest Money

Post-Closing

• Wraps file.
• Ensures any outstanding matters are directed to the correct party for resolution.

Skills Required

• Verbal, organizational and written communication skills to obtain and exchange factual and technical data, to write, review and edit complex correspondence to foster customer dialog, and to diplomatically explain and resolve sensitive issues.
• Interpersonal skills to initiate and develop productive working partnerships with all levels of the organization. Cooperation and achievement and to confer with external organizations and individuals regarding title insurance issues and industry practices. 
• Analytical skill and judgment to analyze complex and unique title insurance issues. Provide recommendations for questions or concerns.
• Some knowledge of legal and regulatory requirements related to the Title Insurance industry and trends.
• Working knowledge of the Microsoft Office suite (e.g., Excel and Word) and Google Business suite.

Required Qualifications and Experience

• High school diploma or equivalent.
• Previous experience in a title company, escrow office, or real estate environment or equivalent.
• Familiarity with title production software or similar order tracking systems.
• Strong organizational skills and ability to manage multiple files simultaneously.
• Excellent attention to detail and ability to meet deadlines.

Preferred Qualifications and Experience

• Strong customer service experience, evidenced by demonstrated personable interactions.

Physical and Mental Demands

• Ability to regularly stand, talk, bend, stretch, pull or push and lift items.
• Ability to frequently communicate with clients and co-workers. Must be able to exchange accurate information in given situations.
• Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.
• Some travel is required to process those transactions outside of our office(s).

Core Competencies

Competency

Definition

Customer Focused

Frontline employees are often the face of your company, shaping how the public perceives our brand. A customer-centric outlook is vital for public-facing roles, helping ensure every interaction leaves a positive and lasting impression.

Detail-Oriented

Employees at every level can benefit from completing their work with care. From conducting safety checks to coordinating with teams on projects, a strong focus on detail can foster quality and consistency. Detail-oriented employees are precise, punctual, and well-organized.

Motivated

Employees are self-motivated, energized and focused, even in challenging times. Motivated employees are driven to excel and take initiative.

Flexible and Responsive to New Demands

Team member(s) can adapt when projects take unexpected turns or priorities shift. Companies need people who can confidently guide their way through change.

Innovative

Innovative employees apply creative solutions to problems. Continuously learn, utilize emerging technologies, and explore multiple approaches to achieve goals.

Problem Solving

Problem-solving skills help identify and address challenges effectively. Recognize issues and inform managers.

Effective Communication

Communication ensures clear and efficient information sharing. Explains straightforward concepts clearly.

About Title Connect

Title Connect, LLC was founded in 2004 by Walter Quillico and Jeff Gunsberg. We are a full-service title and escrow Service Company. We provide services for both Commercial and Residential customers.

We have grown the Company through honest and reliable service that helps our customers close their real estate transactions. This dedication to service h