Customer Experience & Escrow Manager

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 accidentbehind 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 purposemaking it easier for homebuyers and sellers to realize their real estate dreams.

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.

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

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

Medical, dental, PTO, VTO

Qualification

Bachelor's Degree