Title and Escrow Support Specialist

Job Purpose:  

The Title & Escrow Support Specialist’s role is responsible for troubleshooting and configuring the ResWare application for all internal customers, such as operations, development, and other business units. This role is also responsible for assisting in the design, delivery, and improvement of the in-house software application. Communication skills, problem-solving skills, and knowledge of configuration best practices are critical to successful performance in this role. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require the individual give in-person, hands-on help at the application level.

Essential Job Functions: 

• Engage in WFG company culture that emphasizes engagement in our 4 Cs, quality of work and high performance. 
• Working with the ResWare Operations Manager on definition of development requirements and priorities. 
• Data Migration to include the extraction, verification and transformation of data. 
• Interfaces with other systems. 
• System configuration and deployment. 
• Set up and maintenance of security rights and access permissions. 
• Contributing to technical strategy, policy and procedure. 
• Development and operation of technical testing program. 
• Production of technical documentation to agreed quality standards. 
• Reporting on progress/issues to management.
• Optimization of system work processing for the benefit of the user group.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Ability to develop and interpret technical documentation for training and end-user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Good understanding of the organization’s goals and objectives.
• Customer service oriented with an exceptionally high attention to detail who can excel in a team environment.
• Ability to develop and/or assess training materials that will help employees understand the subject matters being taught.  
• Ability to motivate and train large groups of employees.
• Understand the needs of employees, and judge what training methods will work.

• High school diploma or the equivalent.
• Minimum of 3 years experience in the title and escrow industry. 
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high pressure environment.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Excellent written, oral, interpersonal, and presentation skills.
• Experience working in a team-oriented, collaborative environment.
• Must successfully pass a criminal history and credit background check.

• Bachelors degree in Information Technology, Business, or Finance. 
• Previous ResWare experience.
• Five or more years in Title or Escrow roles. 
• Two or more years in a customer service oriented role.

Supervisory Responsibility:

This position has no supervisory responsibilities.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

No unusual physical requirements. Requires no heavy lifting, and nearly all work is performed in a comfortable indoor facility.

Routine deadlines; usually sufficient lead time; variance in work volume seasonal and predictable; priorities can be anticipated; some interruptions are present; travel or other inconveniences have advance notice; involves occasional exposure to demands and pressures from persons other than immediate supervisor.

Job frequently requires sitting, handling objects with hands.

Job occasionally requires standing, walking, reaching, talking, hearing, and lifting up to 10 lbs.

Vision requirements: Ability to see information in print and/or electronically.

Days and hours of full –time position are Monday through Friday, 8:00 a.m. to 5 p.m.  Part-time positions may be considered. 

Some travel is expected for this position.