Premier Support Specialist

Job Title

The Premier Support Specialist facilitates daily agency functions by providing direct operational and customer support to the Premier Services Team. This role supports both refinance and purchase transactions and serves as a key point of contact for loan officers, loan processors, borrowers, attorneys, vendors, and realtors throughout the lifecycle of each file.

Job Description

File & Queue Management

• Monitor Premier Services queues in ResWare and Outlook email inboxes.
• Route and respond to items according to internal workflow matrices and service standards.
• Process incoming title work, bringdowns, loan amount and loan number changes, address updates, property type revisions, tax updates, and related requests.
• Ensure timely handling of assigned tasks in accordance with internal SLAs.

Customer Service & Communication

• Answer inbound phone calls and direct inquiries to the appropriate team member.
• Respond to client and stakeholder inquiries via phone and email in a timely and professional manner.
• Provide status updates regarding title clearance and document revisions.
• Maintain detailed and accurate records of customer interactions.
• Handle complaints or concerns professionally and escalate when necessary.
• Uphold company standards for service excellence and client satisfaction.

Transaction Support

• Support both refinance and purchase transactions.
• Coordinate communication among loan officers, processors, borrowers, attorneys, vendors, and realtors.
• Assist with document review and processing to ensure accuracy and completeness.
• Contribute to smooth file progression from opening through closing.

Qualifications and Education Requirements

• High School diploma or equivalent required.
• 1+ year of title processing or relevant industry experience preferred.
• 1+ year of customer service experience preferred.
• Experience with ResWare preferred.
• Proficiency in Microsoft Word, Outlook, and Excel.

Skills, Abilities, and Knowledge

• Excellent oral and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to work under pressure and meet deadlines while maintaining professionalism.
• Ability to work independently and complete assignments within prescribed procedures.
• Strong problem-solving skills.
• General understanding of title procedures and real estate transactions.
• Ability to manage multiple tasks in a fast-paced environment.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
• Light lifting and carrying (up to 2025 lbs.).

Additional Information:

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.