Overview:
Job Purpose
The Service Delivery Associate is a customer-facing role with responsibility for ensuring the successful routing and management of the flow of documents and communication between The Closing Exchange’s clients and notary vendors. The Service Delivery Associate is responsible for ensuring client orders are executed by the notary vendor with timeliness and quality outcomes - working between the parties to remediate post-closing issues as needed and ensure client satisfaction.
Responsibilities
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Responsible for client satisfaction.
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Ensure the company and its vendors successfully meet negotiated client Service Level Agreements (SLAs).
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Receives, reviews and organizes scanned back documents and distributes organized documents to clients.
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Updates notary vendors about required documents and process changes in advance of transport of final documents to our customers.
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Monitors scheduled signings for completion and proactively communicates with notary vendors to ensure successful signings.
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Tracks and responds to questions, issues and escalations or routes to the appropriate resources in a timely manner.
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Performs quality control on documents and images on behalf of The Closing Exchange and its clients.
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Logs and updates client and vendor profiles with correction requests and issues.
Knowledge and Experience
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College degree or equivalent work-experience in a professional setting.
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Demonstrated skills in a client-facing role.
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Proficiency in desktop enterprise systems and applications.
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Ability to work well with all levels of staff and management.
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Effective time management skills.
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Initiative-taking analytical person.
-: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
