Sr Specialist File Setup

Primary Function

JOB DESCRIPTION

Provides technical and behavioral direction to File Data Control Specialist personnel in Atlas. Primary technical resource for team as well as the primary contact for problem resolution of escalated transactional issues. Assists manager with daily business operation and supervision of the team. Provides on-going coaching and on-the-job training to ensure that the team provides high quality service to internal customers while using standardized metrics to implement strategies that will improve these service levels. Manages team volume levels and team reporting to assure department standards are achieved. Acts as a primary back up for the File Setup Manager.

This role will be expected to work shift equivalent to US EST Business hours & be able to work on Night Shifts - e.g. 7pm to 4am (Fixed, Not rotational).

Main Duties And Responsibilities

• Oversees daily allocation of resources and staff to maintain appropriate standards of coverage, addresses volume fluctuations. Assesses departmental volume and assigns daily workload to team members. Communicates and assigns departmental priorities through regularly scheduled huddles, aligns staff coverage to meet changing priorities and accommodate urgent request/projects from the Business.
• Act as a mentor for their team.
• Analyzes, researches, and identifies team service issues, addresses issues that are easily resolved and makes recommended improvements to Manager regarding more complex issues. Responsible for researching and analyzing all escalated service issues and implementing recommended resolutions. Provides timely problem resolution and responses.
• Serves as liaison and technical resource to all internal customers.
• Responsible for the development and maintenance of departmental training materials. Trains new team members and provides on-going team training as needed.
• Coordinates on-going training needs for all team members.
• Works in conjunction with internal customers to provide training processes and procedures.
• Provides daily, weekly and monthly reporting on departmental productivity and service results. Identifies trends and recommends process improvements to management.
• Fosters an environment that develops overall team building and motivation. Provides and documents feedback to staff through timely, clear and objective one-on-one coaching.
• Creation and maintenance of coding matrices in accordance with the client contract, policy and Cartus financial controls.
• Strong knowledge in ATLAS functionality relating to File Creation. Also, in-depth understanding of the marriage of Authorizations to contract and policy and revenue generation.
• Caseload bearing during times of high volume. Responsible for input of escalated Rush and VIP requests.
• Participates in interviewing, RTM/interim review and other special projects as needed.
  
  

Qualification/ Selection Criteria

• Demonstrated leadership skills required.
• Graduate with 2-4 years’ work experience in a customer experience or business operations role preferred.
• Ability to matrix manage with all levels in the organization.
• Demonstrated ability to manage multiple priorities and achieve results in a high volume, deadline specific environment.
• Proficient in Atlas and Microsoft applications
  
  

Critical Dimensions:

• Customer/Client Driven Approach
• Analysis/Judgement/ Problem Solving
• Interpersonal/Influencing/MAGIC skills
• Flexibility
• Leadership
• Written and Verbal Communication
• Team Player
• Presentation Skills
• Planning and Organizing Skills
• Entrepreneurial Perspective
• Project Management Skills
  
  

Our Winning Behaviors

• Obsess About Growth. Always Find A Better Way. Relentlessly Focus On Talent. Achieve Exceptional Results.
• These are the winning behaviors that represent what we believe in and support how we go about our business each day. Our commitment to our people and all our winning behaviors are made possible through the passion and energy of our diverse team members.
  
  

About Us

Cartus is leaning into its essence, Where Mobility Meets Agility®. With nearly 70 years in operation, Cartus is an industry leader in global talent mobility and corporate relocation services. Cartus manages all aspects of an employee’s move across 190+ countries to facilitate a smooth transition in what otherwise may be a stressful process. The company supports hundreds of corporate and government clients—including more than a third of Fortune 100 companies—with domestic and international mobility, recruitment and talent management, outsourcing, policy consulting and DEI mobility solutions, international assignment compensation and gross-up services, remote and hybrid workforce solutions, and language and intercultural solutions. Cartus is a subsidiary of Anywhere Real Estate Inc.

Anywhere Real Estate Inc . (NYSE: HOUS) is moving the real estate industry to what’s next. A leader of integrated residential real estate services, Anywhere includes franchise, brokerage, relocation, and title and settlement businesses, as well as mortgage and title insurance underwriter minority owned joint ventures. The diverse Anywhere brand portfolio includes some of the most recognized brands in real estate  Better Homes and Gardens® Real Estate ,  CENTURY 21® ,  Coldwell Banker® ,  Coldwell Banker Commercial® ,  Corcoran® ,  ERA® , and  Sotheby's International Realty® .

Using innovative technology, data and marketing products, high-quality lead generation programs, and best-in-class learning and support services, Anywhere fuels the productivity of its approximately 182,900 independent sales agents in the U.S. and approximately 133,100 independent sales agents in 117 other countries and territories, helping them build stronger businesses and best serve today’s consumers.

At Anywhere, we are empowering everyone’s next move – your career included. What differentiates us is our scale, expertise, network – and unique business model that positions us as a trusted advisor throughout every stage of the real estate transaction.

You’ll do work that has meaning, changes lives, and impacts communities. Here you can build a career across leading brands and businesses, have real meaningful impact, and connect with those who are just as passionate about making dreams possible.

We pursue talent – strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value inclusion – respecting backgrounds, cultures, perspectives, and beliefs. Read more about our company’s inclusion efforts in our annual Corporate Social Responsibility Report .

We are consistently recognized as an employer of choice by various organizations including:

• TIME World’s Best Companies
• Fortune’s Most Innovative Companies
• Forbes World’s Best Employers
• Forbes Best Employers for Diversity
• Forbes World’s Top Companies for Women
• Newsweek Most Trustworthy Companies in America
• Ethisphere World’s Most Ethical Companies

Cartus is an industry leader in global talent mobility and corporate relocation services. Cartus manages all aspects of an employee's move across 190+ countries to facilitate a smooth transition. The company supports hundreds of corporate and government clients—including more than a third of Fortune 100 companies—with domestic and international mobility, recruitment and talent management, outsourcing, policy consulting and DEI mobility solutions, international assignment compensation and gross-up services, remote and hybrid workforce solutions, and language and intercultural solutions. Cartus is a subsidiary of Anywhere Real Estate Inc.