Caitlyn Pratt

• Liaised between buyers, sellers, realtors, lenders, and vendors to close real estate transactions for residential and commercial properties providing services tailors to exceeding the expectations collectively.
• Managed national real estate closings from abstract and curative to funding and post-closing in compliance with all applicable processes, standards, and legal requirements for residential and commercial transactions amongst 49 states.
• Maximized customer satisfaction while managing multiple accounts located in several time zones.

• Maintain all essential documents necessary for the completion of residential and commercial closing transactions, including purchase, refinancing, and REOs, based on the terms and conditions agreed upon. Serve as a neutral intermediary between the parties involved while adhering to company policies and minimizing risks.
• Provided day-to-day administrative support and guidance to branch offices and remote teams.
• Prepared document associated with the processing and closing of escrow, conveyance of title, recording of documents, clearing of title requirements and issuance of title insurance.
• Reconciled escrow instructions with commitment and/or preliminary title report.

• Oversaw expansions and changes in Operations that supported efficient operations and strong performance among all employees.
• Executed strategies that have high visibility, and facilitated the implementation of new processes, technologies, products, divisions, and infrastructure.
• Implemented training, performance interventions, resource management, and other solutions to resolve performance and process gaps to promote widespread adoption of internal products and tools.
• Developed engaging learning activities and support materials with partners from Product, Technology, and Business Operations to help internal associates gain a deeper understanding of products.

ESCALATIONS:

• Reduced errors and minimized negative impact on the client and customer experience by triaging and resolving escalated requests, documenting incidents, identifying root causes, and integrating behavior, technology, and training solutions.
• Managed escalated requests, documented incidents, identified root causes, and developed solutions based on behavior, technology, or training to reduce errors and minimize negative impact on clients and customers.
• Developed a ticketing system for incident tracking and identifying root causes of recurring problems.
• Analyzed data related to escalations to identify efficiency improvements and behavioral errors, and developed new training and workflows for production associates based on those findings.
• Contributed to the development of new training sessions and workflows for production associates based on the findings
• Achieved a reduction in errors and negative impact on the client and customer experience by analyzing individual incident data and determining trends, root causes, gaps in negative behavior, and implementing solutions based on behavior, technology, or training.
• Developed a dashboard via looker to track incidents, and analyze data of the incidents reported to determine how to approach a solution to reduce recurring problems

CLIENT ONBOARDING:

• Maintained client relationships, ensured seamless client onboarding, and helped users quickly adapt to new systems.
• Ensured smooth operation of production system automations and operational processes during the initial 30-day period of new client transactions.
• Facilitated seamless implementation of new client onboarding for operations and users, providing communication between customers, technology, management, and operations to identify trends and opportunities for clients, aligning operating workflows with client needs to ensure high-quality service.
• Documented customer profiles, delivered SLAs, and monitored operational performance metrics throughout the onboarding process.
• Resolved issues before transferring the client to full operations, creating a smoother and more streamlined experience for the client and operations team.

• Provided excellent customer service to key clients, addressing inquiries and ensuring satisfaction.
• Utilized knowledge of strategic and enterprise operations to provide effective support to clients.
• Built and maintained relationships with key clients, communicating effectively with cross-functional teams with strong communication skills.
• Managed client projects and ensured timely delivery of services with project management skills.
• Identified opportunities for growth and improvement and made data-driven decisions with strong analytical skills.

• Work under the direction of an escrow team on administrative support tasks and pre-closing preparations necessary to transfer title to a real estate property and provide the executive team with high-quality administrative support.
• Responsible for reception and front office duties, interoffice communications, and internal and external correspondence.
  Assist with visitor screening, making travel arrangements, preparing reports, managing documents, organizing calendars, and making accommodations reservations on behalf of the executives.
• Performed interpretation and preparation of legal contracts, title commitments, and supporting documents.
• Represented the company in public, customer, and community relations activities, as well as client meetings and business development functions.
  

• Assist the closing team in processing transactions accurately by gathering documentation and requirements, and coordinating the closing and signing with the client and borrower.
• Efficiently managed and processed an average of 15 real estate closings daily, with effective time management and appointment scheduling skills.
• Offered comprehensive title services to multiple client accounts nationwide, maintaining proactive communication with clients and customers, addressing their questions and concerns regarding the status of escrow files, and provided status updates.
• Successfully implemented comprehensive legal policies and procedures to support real estate closings throughout 49 states, effectively resolving any discrepancies between instructions and title reports