Customer Service Specialist

Allied Capital Title•Champaign, IL

8d•$19 - $21•Onsite

About The Position

The Customer Service Specialist plays a critical dual role in delivering exceptional service and ensuring accurate, timely order entry for Allied Capital Title’s Northern District. This person serves as both a trusted customer liaison—guiding buyers, sellers, agents, and lenders through the title process—and as the primary order-entry professional, responsible for reviewing, entering, and routing all incoming orders to the appropriate branch.

Requirements

2+ years of customer-service experience, ideally within real estate, title, or mortgage industries.
Prior data-entry or order-processing experience preferred.
Exceptional verbal and written communication, with the ability to adapt tone based on customer needs.
Strong attention to detail and accuracy when entering and reviewing order data.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Proven problem-solving skills; able to troubleshoot and resolve issues independently or by collaborating with subject-matter experts.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Empathetic, customer-first mindset with a dedication to exceeding expectations.
Friendly, professional demeanor; adept at active listening.
Team player who thrives in a collaborative, multi-office environment.
Adaptable and quick to learn new systems and processes.

Responsibilities

Serve as the point of contact for customer inquiries, handling phone calls and emails with professionalism and empathy.
Explain each step of the title process clearly, proactively updating customers on status and resolving questions or concerns before they escalate.
Build and maintain strong relationships with both frequent and occasional customers to foster loyalty and trust.
Review all incoming purchase and refinance orders for completeness and accuracy.
Contact clients promptly to clarify or gather any missing information related to the order.
Enter order details into the title-production software, ensuring data integrity and proper attachment of supporting documents to the electronic filing system.
Act as a super-user of customer-service platforms, including CloseSimple, CertifID, and PalmAgent, and assist customers with platform navigation and troubleshooting.
Maintain up-to-date familiarity with title-software features to optimize order entry and customer support workflows.
Coordinate closely with branch managers, escrow officers, and closers to meet customer needs (e.g., payoff authorizations, closing protection letters, wire instructions).
Review issued commitments and note any potential closing issues or missing documents.
Support overall office operations by providing administrative assistance and coverage when required.
Assist internal teams by sharing insights on recurring order-entry or customer-service challenges.