Real Estate Transaction Coordinator

Job Description

Job Description

We are seeking a person who is an experienced, driven California Transaction Coordinator. The Transaction Coordinator is an individual who is outgoing, draws energy from working with people, and is optimistic.

They have a strong sense of urgency, but not at the expense of quality. In addition, they demonstrate on a daily basis the knowledge, attitudes, skills, and habits of a high achiever who is committed to putting clients first, doing the right thing, and seeking win-win agreements.

The Transaction Coordinator must be adaptable to change and be solutions oriented. They will manage the entire contract-to-close process efficiently and effectively to ensure all transactions close on time, with little or no hassle to clients and third parties.

This individual must provide exceptional customer service.

We are looking for problem solvers who are proactive rather than reactive. They have a compelling desire to provide the highest level of service to the client always.

The person in this role will strive to contribute to the team's success, while being committed to growing their own skills and developing into a leader within the organization.

Key Success Metrics

• Receive referrals on 80% of all closings using the client care team’s proven referral system for success, The Promise
• 100% or 5 Star Client satisfaction rating
• 100% or 5 Star Agent satisfaction
• 80% Co-op agent feedback on closed transactions
• 100% accuracy on all transaction files
• Receive and broadcast reviews on 100% of all under contract properties

Primary Objectives

• Keep Agents and the team protected through compliance and document accuracy with a high level of detail
• Respond to all incoming client communications the same day within business hours
• Audit all transaction files within required timelines with 100% touches up to date
• Complete weekly client phone call and log activity in Command listing file notes
• Main point of contact handling customer inquiries and calls regarding contracts. Foster customer loyalty through high-quality interactions at each step
• Manage the customer relationship process from contract to close.
• Develop effective ways for better communication and increased customer satisfaction
• Conflict resolution - think independently and be proactive. Get coaching from team members when stuck and do not give your agents the job back
• Create systems around ownership of the transaction logistics to protect the agent’s 20% and own the next steps at all costs unless required to be handled by agent (if so, you still close the loop).

Regular Work Activities

• Managing all incoming calls & communications pertaining to transactions
• CAR contract processing in KW Command (Brokerage processing system), create timeline & document it in teams systems and perform signature audit
• Communicate with clients, Agents, Lenders and Escrow throughout transaction regarding updates, timeline, initial deposit, signing and other account needs
• Add fully executed Residential Purchase Contract to the brokerages system (Command)
• Daily audit of files - reporting what was done
• Stay ahead of red flags and increase efficiency of original contract settlement dates. Give feedback to appropriate parties.
• Follow contract contingency dates closely to ensure deadlines are met for loan related conditions, inspection deadlines, HOA document review, appraisals, etc.
• Managing all pending contract files and ensuring proper touches / connection through file audit process. All files kept up to date and maintained with the highest level of customer service, communication, and expectations across all channels of the transaction.

Co-op and agent spoken to twice a week, lender twice a week, title twice a week

• Manage MLS including change in MLS status
• Work directly with agent for coordination on home inspection, appraisal, walkthrough, settlement
• Order Home Warranty, send Invoice to Escrow
• Submit DA requests / Broker Demands. Verify with Agent(s) DA’s are correct prior to Close of Escrow submit to Escrow for disbursement.
• Schedule alignment call with each agent at least once per week to review their pending files
• Manage and Update Team CRM’s, SLACK, Google Drive and reports regularly
• Manage referral process including contract processing and CRM documentation as well as communication with and gifting to referring party

Listing Specific Process

Draft Listing Agreement for Agent review.

Prepare disclosures for Agent review. Load into Glide platform for client signature. Upload Disclosures to Disclosuresio

Contact Escrow Agent to open escrow

Order Preliminary Title Report and Natural Hazard Disclosure Report

Request Escrow to order HOA documents as needed

Own and manage Listing Offer Day including, emailing prospective Agents prior to offer day, receiving and organizing the Offer Matrix, Docusign accepted offer and rejected offers to Listing clients for signature and communication to all parties involved with the transaction.

Buyer Specific Process

Prepare buyer RPA for signing in Docusign on Buyer Agents behalf for Buyer signing

Prepare sellers disclosure package in Docusign on Buyer Agents behalf for Buyer signing

Schedule inspectors and vendors as needed. Communicate dates and times to Listing and Buyer Agents.

Draft request for repairs and send for signature (Agent to negotiate). File fully executed repair addendum or contingency release.

Closing Process

Deliver wire instructions to Escrow

Ensure file is complete and is approved by Brokerage

Obtain closing package from Escrow

Provide client with link to closing package

Client Care

Manage the client experience from the first interaction to close of transaction and beyond

Assist in all aspects of the process of prospecting, cultivating, setting appointments and managing leads in our contact management database system

Own the client experience by managing our gift program, contact clients regarding events and update their contact information within our systems as needed

Manage our various client and transaction databases including SISU, Command and spreadsheets, to ensure all are up to date and current with new client data, tags and notes

Assist in the preparation for a listing, which may include running errands and meeting vendors at the property, as needed

Book and confirm meeting appointments with clients

Own and manage SISU Client Portal and activate for all client transactions

Key Skills

• Calm and cool under pressure with a high degree of independence
• Ability to effectively communicate both written and orally
• Display excellent customer service skills
• Self-motivated and able to work well independently
• Impact Player
• Able to set priorities, plan and organize tasks and complete tasks timely
• Demonstrate problem assessment and problem-solving skills
• Strong organizational and follow-through, ownership and accountability
• Ability to learn new processes and procedures
• Extreme attention to detail with a high level of accuracy
• Desire to exceed customers’ and agents’ expectations
• Accepts challenges, sets goals and exceeds them
• Demonstrate initiative, reliability and teamwork skills
15 days ago