Job Description
Our Transaction & Customer Success Manager brings their attention to detail to the table in order to play a key role in the achievement of our real estate team’s goals through the facilitation of smooth transactions from client intake to contract to delivery of keys. This is a self-motivated thinker who is detail-oriented, thinks outside the box, and is creative and involved.
This person excels at creating systems and improving processes, works well from a task list, and can strategically manage their tasks without much direction. This individual must be detail-oriented but maintain a high level of flexibility. The tasks that must be performed to get from contract to closing do not always happen in a linear manner, and therefore, keen attention to detail and critical thinking are necessary.
Responsibilities
“Own” all post-offer acceptance communication, delivering a superior client experience through proactive, personal, and effective communication and problem-solving.
Manage and coordinate all aspects of all buy-side and sell-side real estate transactions.
Drive time-sensitive, detail-oriented tasks from offer to close for each transaction.
Solve problems with creativity and a sense of urgency.
Work independently and manage multiple transactions simultaneously for various agents.
Review all transaction paperwork to ensure compliance.
Enter all transaction documents into Compass’ internal system (Business Tracker) in a timely manner.
Order signs, lockboxes, and sign riders to be installed and removed from properties.
Coordinate between our internal team, real estate agents, buyers, sellers, attorneys, and lenders to ensure closings take place in a timely manner.
Assist in the scheduling of all appointments related to the transaction post-offer acceptance. Including but not limited to property visits, home inspections, smoke inspections, final walk-throughs and closings.
Send contracts for signatures, coordinate deposits, and prepare invoices and closing packets.
Enter data into multiple CRM’s, ensuring accuracy and continuity.
Prepare presentation materials for all agents as well as client gifts and handwritten cards.
Acquire office supplies, ensuring that necessary supplies are available.
Prepare all closing and referral gifts in advance of closing.
Maintain and build the client/collaborator files within Compass CRM and Google Drive
Ensure commission forms for each transaction in Sisu is accurate (Adding in splits, commission due to Compass, technology fees, etc.)
Utilize auto plans and checklists for transactions and general administrative tasks.
Assist administrative team with event planning and execution (as needed).
Attend and support team during client appreciation events (2-4 times per year, typically on weekends)
Support the team with general troubleshooting and projects with a can-do, solution oriented attitude.
Build rapport with clients, agents, vendors, co-brokes, and Compass staff.
Tracking number of client reviews & Internal feedback survey responses completed - doing your part to ensure superior/5-Star client experience - 80% completion target for reviews and survey completions. Reporting status to Director of Operations quarterly, highlighting success in Slack and biweekly Ops email.
Adherence to agreed upon DDG approach to all transactions, monitoring for areas of opportunity, and executing on them
Owning the accuracy of data in our databases - working with each team member to ensure their Compass CRM and Sisu Transactions adhere to our team standards and they feel confident using their CRM/Sisu everyday.
Owning all post-offer acceptance communication, delivering a superior client experience through proactive, personal, and effective communication and problem-solving
Assisting the operations team with projects, events, and general troubleshooting with a can-do, solution oriented attitude.
Time blocking / Adhering to your perfect weekday schedule
Knowledge/Skills
Real Estate experience is highly desirable.
Must be a team player.
Highly organized and flexible with the ability to prioritize multiple projects and meet deadlines, often with frequent interruptions and changing circumstances, in a high-volume, fast-paced work environment.
Ability to communicate written and verbal information to clients accurately and clearly.
Motivated to serve people and provide excellent customer service.
The ability to simplify a complex process and bring it back to one ultimate goal - a closed home sale and a happy client.
Computer skills include but are not limited to: Database management systems, Adobe, Microsoft Office/Excel, Google (mail, drive, calendar, Docs, Forms, etc.), MLS.
Previous experience in transaction management, transaction coordination, paralegal, real estate, titles, or mortgages highly valued.