Stewart Title Guaranty Company

Stewart Title Guaranty Company is looking to hire a Sr. Customer Experience Account Management, Notary Direct. Are you looking to help transform a company and an industry? As a Stewart employee, you’ll be joining a company that is committed to helping you own, develop, and nurture your career while growing our company. We invest in your career journey because we understand that as you grow so does our company. You will be part of a diverse and equitable work environment that reflects the customers we serve. You’ll be empowered to use your unique experiences, passion, and skills to help our company constantly evolve and improve. Together, we can achieve our vision of becoming the premier title services company.

Job Description For Sr. Customer Experience Account Management, Notary Direct

Job Summary

Partner closely with the Director of Customer Success and Sales executives while onboarding new clients. Manage and maintain established customer relationships, handle high profile account escalations to include partnering with Operations, Sales and IT to ensure timely resolution. Identify process gaps and work with leadership for continual improvements. Ability to multi-task and stay organized. Step in and take on adhoc tasks/projects as needed.

Job Responsibilities

• Own the onboarding of new clients to include communication creation, system education and process training
• Lead demonstration sessions with potential clients to highlight NotaryCam’s system features
• Build and maintain strong client relationships by facilitating monthly/bimonthly meetings with clients  to ensure client adoption as well as identify trends and opportunities to improve the customer’s experience
• Main point of contact for high level account inquiries / escalations
• Create/maintain process instructional, SOPs and workflows
• Collaborate with subject matter experts and leadership in the design and development of new client training content
• Assist with scheduling client requests as needed
• Provide timely and accurate progress reports and updates
• Present at month end meetings with leadership
• Proactive: identify operational/system gaps and offer innovative solutions
• Provides support to Customer Service, Client Relations, and/or other sales team members in gathering required information needed to satisfy customer inquiries
• Understands how own team integrates with related teams to accomplish objectives
• Impacts the quality, timeliness and effectiveness of the team through own work
• Recognizes and solves atypical problems that occur infrequently
• Evaluates and selects solutions from existing precedents or procedures
• Communicates and explains complex information, including interdependencies within the team and others
• Works under limited supervision and may use discretion to modify work practices and processes to achieve results or improve efficiency
• Individual contributor acting as a resource for less experienced team members; does not have supervisory responsibilities
• Position may require travel up to 5%
• Performs all other duties as assigned by management

Qualifications

• Must have a current notary commission or be able to get commissioned once hired
• Ability to outline and set project milestones and meet deadlines
• High attention to detail
• Strong organizational skill with the ability to multitask in a fast paced environment
• Maintain a friendly and professional demeanor at all times
• Impeccable customer de-escalation and resolution skills
• Must have strong team collaboration skills and highly motivated
• Works well independently as well as collaboration in a team environment
• Flexible availability based on business needs
• Knowledge of best practices in account retention
• Strong written and verbal communication
• Tech Savvy: ability to learn new systems quickly

Education

• High school diploma required; Bachelor’s preferred

Experience

• Typically requires 5+ years of related work experience
• Knowledge of remote online notarization processes
• Experience with CRM systems
• Strong working knowledge of Real estate lending and Title processes
• Proven client facing and interpersonal, communication skills to deal with customers and internal teams

Position is remote to all locations

Equal Employment Opportunity Employer

Stewart is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you have a disability and need assistance or an accommodation in the application process, please contact us by email at careers@stewart.com.

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