Real-Estate Document Processing Support Specialist

Job Description
Internal customer support position (not technical support). The role provides operational assistance for customers through analysis, training, documentation, and resolution within designated areas of expertise.

Responsibilities

Provide support services using internal and external applications.

Escalate issues based on business impact and service level agreement (SLA) requirements.

Thoroughly document incident activities.

Understand support service concepts and identify differences between events as incidents or problems.

Escalate and coordinate communication across functional groups.

Act as a point of escalation for Tier I staff.

Provide shift coverage as needed.

Monitor document submission, formatting and data entry to ensure timely and accurate recording.

Identify inefficiencies and bottlenecks in current processes.

Monitor outcomes to ensure improvements are sustained over time.

Perform other duties as assigned or required.

Expertise

Competent to work with minimal supervision.

Maintain awareness of appropriate escalation scenarios.

Act as escalation point to less experienced staff.

Demonstrate effective communication skills.

Strong attention to detail and problem‑solving skills.

Experience

Typically 1‑3 years of relevant work experience in a support role.

Knowledge of real estate property documents is preferred but not required.

Technical Skills

Intermediate proficiency in Microsoft Excel (VLookup, Pivot Tables, data manipulation).

Proficient in Microsoft Windows and Office suite (Outlook, Word, Excel, Teams, etc.).

Proficient in navigating computers and browsers to manage digital tasks and access online resources.

Able to follow written and verbal instructions accurately.

Maintain detailed technical documentation of business operations and procedures.

Understand processes and concepts to interpret and apply information effectively.

Document processes in a clear, concise, organized manner.

Understand workflow configurations.

Prioritize daily tasks.

Typing skills: 40‑50 wpm.

Operate scanner, printer, fax machine, phone.

Experience with Salesforce or another CRM system is preferred but not required.

Educational Requirements

Associate's Degree or higher preferred; relevant work experience will be considered.

Communication and Interpersonal Skills

Excellent interpersonal and customer service skills.

Prioritize and handle multiple projects effectively.

Strong attention to detail and organizational skills.

Work an identified 8‑hour shift between 7:00 a.m. and 7:00 p.m., Monday through Friday.

Consistent attendance required; may include after‑hour company events.

Accept supervision and foster professional relationships.

Interact effectively with all levels of management, employees and customers via email, phone, video conferences and in person.

Present a personable, positive, professional representation of the company.

Work overtime as requested and approved by supervisor.

Perform other duties as assigned by supervisor.

Physical and Mental Demands

Proactive problem solver with a strategic mindset and critical thinking ability.

Quickly learn new applications and tools with training.

Change tasks quickly and proficiently.

Work with confidential information.

Flexible with a can‑do attitude and remain professional under high pressure.

Work in an office setting five days a week.

Repetitive and continual keyboard activity and interaction.

Benefits

Comprehensive medical, prescriptions, dental and vision plans.

401(k) plan with a discretionary company match.

Shareholder Purchase and Reinvestment Plan.

Basic life and accidental death and dismemberment insurance premium paid by the company.

Voluntary supplemental life insurance for employees, spouses and dependent children.

Fertility and Family Building Benefits.

Paid Disability benefits.

Paid time off programs.

11 company paid holidays per year.

Flexible spending account.

Health savings account (available to high‑deductible health plan participants only).

Employee Assistance Program.

Educational Assistance Program.

Voluntary benefits, such as Critical Illness, Hospital Indemnity, Pet Insurance and Accident Insurance.

Title insurance policies and certain escrow services for the employee’s primary personal residence at no charge.

Transportation benefit plan for mass transit, parking and vanpool in several markets.

Pay Range
$20.00‑$30.00

Equal Opportunity Employer
Old Republic Title is an Equal Opportunity Employer.

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