The Client Support Specialist serves as the primary point of contact for agents, attorneys, lenders, and internal team members both before and after a file is scheduled for closing. This role is responsible for managing a wide range of requests related to upcoming closings and general title inquiries while delivering exceptional customer service in alignment with Landtrust’s customer experience standards. Client Support Specialists are expected to respond to emails within two hours of receipt and provide timely, accurate support, including answering questions, preparing CPLs and preliminary CDs, and directing clients to the appropriate team members for specialized assistance when needed.
Core Responsibilities
- Manage incoming requests in the shared inbox, ensuring prompt, professional responses in line with service standards
- Complete New File Reviews in Resware by opening files, preparing FedEx labels, requesting buyer’s attorney fees and commission statements, obtaining final lender figures, and accurately labeling all documents
- Prepare and issue Closing Protection Letters (CPLs) and other required lender documents
- Support attorney-based title transactions by preparing Strict Joint Order (SJO) agreements for earnest money
- Provide earnest money receipts and assist with processing refunds for cancelled transactions
- Serve as the primary point of contact for all earnest money-related inquiries and requests
Responsibilities by Task Daily
- Prepare FedEx shipping labels for outgoing documents
- Research and verify property tax information
- Prepare preliminary Closing Disclosures (CDs) and fulfill lender-related title requests
- Enter buyer’s attorney fees accurately in Resware
- Upload, associate, and properly label lender and seller documents within Resware
Weekly
- Attend weekly team meetings.
Monthly
- Attend Monthly Client Support meetings
Productivity Expectations
- Complete an average of 10–20 New File Reviews per day
- Prepare and issue an average of 10–15 Closing Protection Letters (CPLs) per day
- Respond to and/or acknowledge all personal and team emails within two hours, in accordance with CX guidelines
Requirements
- Prior customer service experience
- Strong written and verbal communication skills
- Effective problem-solving abilities
- Patient, level-headed, and able to perform well under pressure
- Strong attention to detail
- Ability to collaborate and work effectively within a team
- Team-oriented mindset
- Demonstrates ownership and accountability for work
Salary Range
- $45,000-$55,000 base salary
Benefits
- Medical
- Dental
- 401k with matching
- PTO
- VTO