Job Description

The Notary Support Associate is a fundamental role within the Operational Management and Service Delivery teams. The position spans the entire service lifecycle, acting as a facilitator between clients, operational staff, vendors, and signing agents at both a strategic and tactical level. It combines client service and SLA management, order scheduling and vendor assignment, document management and quality control, and day-to-day queue oversight and team coaching.

 

The Notary Support Specialist  is a fundamental role within the Operational Management and Service Delivery teams. The position spans the entire service lifecycle, acting as a facilitator between clients, operational staff, vendors, and signing agents at both a strategic and tactical level. It combines client service and SLA management, order scheduling and vendor assignment, document management and quality control.

Responsibilities

• Establish and maintain strong knowledge and skills in the workflow, policies and procedures, and technology used to manage production, and use that knowledge to problem solve and address issues and concerns.
• Evaluate, plan, and implement improvements to processes and procedures.
• Collaborate with the CSM to support the team and maximize customer satisfaction.
• Identify operational issues and recommend possible changes.
• Perform necessary operational roles and tasks as needed. Management may request that the coordinator change focus or take on additional duties.

Client service and SLA management

• Support the Client Services Manager and team with a focus on customer satisfaction and the delivery of exceptional customer service to every client.
• Champion customer satisfaction with the voice of the company's attitude.
• Ensure the company and its vendors successfully meet negotiated client service level agreements (SLAs).
• Actively monitor SLAs and proactively address potential issues, including following up with the assigned scheduler when an order is at risk of SLA failure.
• Optimize team performance to meet and exceed the expectations of the team’s clients.
• Handle initial escalation and resolution of customer issues and complaints.
• Track and respond to questions, issues, and escalations, or route them to the appropriate resources in a timely manner.

Order assignment and scheduling

• Track assigned clients and assign new orders to schedulers appropriately.
• Facilitate the assignment of vendors to clients.
• Schedule open orders, including sending offers and placing phone calls.
• Manage the open order queue to meet client SLAs for turn time on order assignment.
• Relay all file-specific information to the vendor at the time of order assignment.
• Handle reschedules.
• Correspond with clients and vendors regarding scheduling issues or inquiries.
• Make high-volume outbound calls, emails, and texts.

Document management and quality control

• Receive, review, and organize scanned-back documents, and distribute the organized documents to clients.
• Perform quality control on documents and images on behalf of The Closing Exchange and its clients.

Knowledge and Experience

• Excellent written and verbal communication skills.
• Detail oriented, proactive, and organized.
• Ability to work under strict deadlines aligned with SLAs.
• Ability to work with multiple customers and accounts at the same time.
• Working understanding of all service delivery functions, with the ability to provide assistance and guidance to the team as needed.
• Professionalism in communication and interaction with internal and external clients, vendors, and colleagues.
• Ability to work as part of a team and remove barriers to the team’s success.