MLS Coordinator II

Job Description

Job Description

Description:

Summary: The MLS Coordinator (Level II) plays a vital role in the MLS Approvals team, assisting with the coordination and processing of MLS approvals, ensuring compliance with industry standards, and supporting the overall efficiency of the department. This position involves detailed work with MLS partners, clients, and internal departments to maintain a high standard of service and operational excellence.

Essential Duties and Responsibilities: To perform this job successfully, an individual will possess the skills, aptitudes, and abilities to perform each function proficiently. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• MLS Approval Process Support : Assist in processing and coordinating MLS approval requests, ensuring all submissions meet the necessary criteria and deadlines. Maintain accurate records of approval statuses and communicate updates to relevant stakeholders.
• Customer Service and Case Management: Serve as a point of contact for clients and MLS partners regarding approval inquiries. Inquiries are received by email and phone. Handle routine and complex cases, escalating to the Lead MLS Coordinator when necessary. Ensure a high level of customer satisfaction through timely and effective communication.
• Cross-Department Collaboration: Work closely with other departments, including Product, Sales, and Support, to resolve MLS-related issues and streamline processes. Provide insights and feedback to improve cross-functional workflows .
• Process Improvement: Participate in continuous improvement initiatives aimed at optimizing MLS approval processes as directed by the Lead MLS Coordinator. Provide input on ways to enhance efficiency, reduce turnaround times, and improve the overall client experience.
• Training and Development: Assist the Lead MLS Coordinator in the onboarding and training of new MLS Coordinators, sharing best practices and ensuring adherence to departmental standards.
• Project Work: Participate in project work as directed by the Lead MLS Coordinator, contributing to various initiatives that support departmental and organizational goals.

Key Competencies: To perform this job successfully, an individual will demonstrate the following key competencies.

• CRM Experience: Knowledge and experience using CRM tools, such as Salesforce or Zendesk.
• MLS knowledge: Advanced knowledge of MLS contracts, processes, and compliance requirements.
• Attention to Detail: Ability to manage multiple tasks with a high level of accuracy, ensuring all details are thoroughly checked and processes are followed correctly.
• Effective Communication: Proficiently engages with individuals from diverse cultural and socio-economic backgrounds, demonstrating active listening, clear articulation, and skilled utilization of non-verbal cues. Resolves conflicts with empathy and maintains emotional composure in challenging situations, ensuring effective communication, both in writing and verbally.
• Multitasking: Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Problem-Solving Skills: Capable of identifying issues and proposing solutions to improve processes and resolve client or MLS partner concerns.
• Quality Service: A passion for providing exceptional customer service and resolving customer issues promptly.

Qualifications: The requirements below represent the language, math, reasoning, and technical abilities required for the position.

• Language: Advanced ability to effectively communicate with others; read, write, comprehend, and interpret documents, correspondences, and memos.
• Math: Intermediate math reasoning skills with the ability to add, subtract, multiply, and divide into all units of measure, calculate figures, and count money.
• Reasoning: Advanced ability to reason with logic, solve practical problems, and manage a variety of concrete variables in situations where only limited standardization exists. Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
• Technical Aptitude: Advanced Skills and ability to train and utilize various systems and software programs, including Jira, Confluence, Salesforce, and native middleware systems. Proficient in Microsoft Office Suite (i.e., Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, SharePoint, Teams)
• Industry Expertise: Demonstrates comprehensive expertise in MLS processes, contracts, and real estate services, complemented by an in-depth understanding of tools and products essential for meeting data licensing requirements in MLS approval. Additionally, possesses adept computer troubleshooting skills and the ability to assist with complex issues, showcasing a versatile skill set in addressing various challenges within the domain.

Working Environment and Physical Requirements: The work environment characteristics described represent conditions a remote employee may encounter while performing the essential functions of this job. Work is performed in a remote home “office environment,” with potential exposure to variable temperatures, moderate noise levels, cleaning chemicals, airborne particles, and occasional fluctuations in outside weather conditions.

• Ability to see color and have clear vision at 20 inches or less.
• Ability to regularly sit, utilize hands and fingers, reach (with arms), talk, hear, stand, lift, push, pull, perform repetitive tasks, work around moderate noise levels safely, and conscientiously carry at least 15 pounds without assistance, adhering to safety and lifting protocols.
• Ability to frequently balance, kneel, climb, stoop, and crouch.

Education/Experience:

• An Associate's or Bachelor’s Degree in Business Management, Business Administration, Communications, or a similar field, plus 2+ years' experience in customer service.
  • OR comparable experience will be considered.
• Experience with MLS processes and software systems such as Salesforce or similar platforms is highly desirable.

Schedule:

• Hours may fluctuate depending on organizational needs. This role typically is scheduled from 8:30am to 5:00pm PST with a 30 minute unpaid lunch.