Executive Assistant

Tract Title’s Executive Assistant plays a major part in making sure that the day-to-day functions of the team are completed efficiently and accurately while also maintaining a “bigger picture” vision for the organization. The main goal of this position is to constantly refine and implement processes and procedures with the help of executive staff to ensure that all members of the team are empowered with the resources they need to provide the best possible service experience to the Tract Title customers.

At all times, this position is weighing how daily tasks affect the overall mission and vision of the company as a whole.

• Host one-on-one meetings weekly with direct reports to discuss daily operations and work on implementing/refining new processes and procedures to better support daily output (10%)
• Daily outreach with current clients and agents as well as new prospects to maintain 5-star satisfaction with Tract Title service (30%)
• Availability to Customer Liaisons and Processors to answer questions/fill-in with file problems or roadblocks (15%)
• File overview notes in Qualia when new orders are opened to ensure that major points in the purchase and sale agreement, other real estate contracts, and order open email are documented in the file for the processing team to refer back to during closing prep stage (10%)
• Work with vendors/partners to help drive business retention through critical feedback and implementation of the feedback into daily operations of the team members (20%)
• Ensure that the title team is providing Tract Title Tuesday updates in the files in a timely manner and oversee the distribution of information with the Customer Liaison team on Tuesdays (10%)
• Oversee post-closing tasks with processors and customer liaisons to ensure that files are ushered through post-closing steps quickly, and all parties receive final documents (5%)

Success as the Executive Assistant is tied to all team members reaching their KPI increases each month as well as order count (CRR, NPS, and NEW). This position is crucial in ensuring that all team members have the systems, processes, and procedures needed to reach KPI goals. Key factors that contribute to success in this position include higher customer satisfaction reviews post-closing, both client and vendor, maintaining a record of new processes implemented with tracking of outcome after implementation, and increases in new client business as well as repeat business with vendors/partners.

Direct Report:
Partner (Operations)

Senior Reports:
All Partners

How can I implement and refine the day-to-day functions of the team to ensure that they are best equipped to provide a service experience for our clients that’s educational, efficient, and enjoyable?