Associate Help Desk Analyst, Title & Escrow Support

Mother Lode Holding Company•Roseville, CA

About The Position

Provides first-level support to title and escrow employees by responding to questions, troubleshooting business process issues, and assisting with title and escrow-related applications and workflows. Serves as a key point of contact for users, helping resolve operational issues, documenting requests, and escalating complex matters when necessary. Leverages title and escrow knowledge to support end users, identify solutions, and ensure timely resolution of inquiries.

Requirements

High school diploma or equivalent required.
Minimum of 1 year of experience in the title or finance industry.
Experience providing customer service and resolving inquiries in a fast-paced environment.
Familiarity with title and escrow processes, terminology, documents, and transaction workflows.
Demonstrated ability to learn and support business applications, software tools, and technology platforms.
Comfortable troubleshooting basic system, application, and user access issues and guiding users through solutions.
Working knowledge of title and escrow operations and related business processes.
Strong customer service orientation with a commitment to delivering a positive user experience.
Excellent verbal and written communication skills.
Strong problem-solving and analytical abilities.
Ability to quickly learn new software applications, business systems, and support procedures.
Comfortable using and supporting desktop applications, web-based systems, telephony platforms, and other business technologies.
Ability to document issues accurately, follow established procedures, and escalate issues appropriately.
General understanding of computer systems, networks, remote access tools, and common business software.
Strong organizational skills and attention to detail.
Ability to prioritize multiple requests and work effectively in a team environment.
Proficiency with Microsoft Office applications and general business software.

Nice To Haves

Experience working as a Title Assistant, Escrow Assistant, Title Officer, Escrow Officer, or in a similar title and escrow support role preferred.

Responsibilities

Answers first-level calls and requests submitted to the Service Desk.
Provides initial support for business applications, processes, and workflows.
Troubleshoots and resolves common user issues and escalates tickets as appropriate.
Tracks calls, incidents, and requests through the ticket management system.
Consults knowledge resources and established procedures to identify and communicate effective solutions.
Works closely with all divisions in the company to ensure timely resolution of technical and operational concerns.
Assists users with questions related to title and escrow software, general technical challenges, processes, systems, and best practices.
Creates and maintains technical reference guides to assist users with company systems, products, and support procedures.
Other duties as assigned.