Customer Experience & Escrow Manager

About Baird & Warner Real Estate

Over the last decade, Baird & Warner was named a Chicago Tribune Top Workplace ten times in a row. But we didn’t get there by accident — behind every great company is a culture created by the professionals who work there. Throughout our rich history, one thing has remained true: we believe that when you give people the support they need, amazing things can happen. That’s why at Baird & Warner we empower you to be independent, to grow in your career, to do the right thing by your colleagues and your community, and to have a true work/life balance. We truly care about making our team feel part of something bigger by sharing a single purpose — making it easier for homebuyers and sellers to realize their real estate dreams.

Job Summary:

The Escrow Team Lead and CX manager aligns with stakeholder teams across the business and brands, including sales and operations, to deliver a consistent experience to clients and customers in an effort to create superior interactions that engage our clients and create memorable moments unlike any other in the title industry.

Key Responsibilities:

 Escrow Team Lead

·         Responsible for the escrow team performance.

·         Monthly 10X10 (one on one) meetings with closing staff.

·         Ensure our scheduling department has enough bandwidth to accommodate all requests.

·         Close files during peak days.

·         Support VP Escrow Operations Manager

Customer Experience Manager

·         Own the maintenance of the NPS. (Net Promoter Score)

·         Review and respond to daily testimonials from clients.

·         Review key touch points to evaluate importance to customers and adjust accordingly

·         Develop ongoing action plans and drive continuous improvement across the customer's experience with various touchpoints.

·         Collaborate with all departments to ensure the customer expectation is met & exceeded during all points of contact for both internal and external customers

·         Define and implement standards/procedures for ensuring optimal customer experience

Requirements:

·         Bachelor's degree or experience equivalent

·         5+ years escrow closing experience

·         5+ years of experience in Customer Experience

·         Strong analytical skills with the ability to analyze ambiguous and complex closing issues

·         Ability to collaborate and influence decision makers

·         Exceptional verbal, written and presentation communication skills

·         Customer-focused, adaptable, and a natural problem solver

·         Strong organizational and interpersonal skills

·         Experience in training

·         Ability to prioritize, coordinate, and multitask

·         Experience in managing survey programs, especially Net Promoter Score, is a plus

Benefits:

Medical, dental, PTO, VTO