About Spruce

Spruce is the platform enabling modern real estate transactions. We work with forward-thinking mortgage lenders, real estate companies, and investors. We believe that the future of real estate will be driven by automation, efficiency, and digital experiences. Our mission is to provide the products and services necessary to make that happen.

About the job

The Senior Associate role provides direct support to teammates and assists customers through phone calls, emails, or customer tasks to quickly resolve issues and questions, including escalations. This role requires the individual to quickly adapt to support teammates and customers’ needs while delivering a world-class experience through creative problem solving and deep knowledge of the industry. Senior Associates will also train and mentor new and existing teammates, including evaluating internal employee-customer interactions.

Spruce is seeking to hire Senior Associates for each of the Closing Operations, Title Clearance, and Client Support roles.

What you'll do

• Act as a mentor to train new and existing teammates in assigned responsibilities and maximize their potential.
• Empower and motivate team members to improve their confidence, product knowledge, and communication skills.
• Understand, handle, and resolve client, customer, or associate escalated queries.
• Proactively handle incoming communication from clients and customers via phone, email, and Slack.
• Assist in maintaining SLA standards set by the leadership team or client.
• Work closely with the team's Closing Operations Manager and other leadership to implement workflow and process changes required to achieve desired service levels.
• Collaborate with all functional areas including Exam, Curative, Scheduling, Closing, and Post Closing teams.
• Provide support to the frontend and backend team via product and industry knowledge.
• Maintain a pipeline of files at a limited volume to stay current with workflow and to identify potential areas for increased efficiency.
• Complete tasks proactively and accurately, including providing timely responses through established channels.
• Assist team when they are busy or down a team member.

What we're looking for

• Shift requirements will be the opposite of the direct manager to enable full coverage from 8 am-8 pm CST between both. This will most likely require the shift to end at 8 pm CST.
• Excellent performance in their current role for the team in which they are applying to lead.
• Possess a thorough understanding of the Spruce client process and the teams' needs to deliver exceptional service.
• Ability to flex and act proactively to ensure smooth team operation, performance, and effective collaboration.
• Comfortable working in a fast-paced startup environment, including the ability to adapt to stressful situations.
• Ability to work with multiple clients that have unique process flows and vocabulary.
• Experience using several software applications within a multiple screens environment.
• Ability to provide clear and effective leadership, coaching, and feedback to teammates. 
• Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks.
• Ability to communicate effectively in a multi-channel environment (phone, email, Slacks, and tasks) while using proper grammar and punctuation while using multiple screens and browser tabs.
• Self-motivated with a strong desire to work to their greatest potential. 
• Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment.

We are proud of the team we’re building. We're committed to equal opportunity employment -- and beyond. We believe diverse experiences and perspectives build a stronger team and a better product. We welcome fresh perspectives and challenge our own assumptions to make Spruce better. The more inclusive we are as a company, the better we can serve our customers.