Cassandra Camden
About the Candidate
Accomplished Escrow and Real Estate professional with broad experience handling and leading all phases of the escrow-closing process. Consistently deliver exceptional levels of attention to detail and focus on client satisfaction in overseeing full life cycle of real estate transactions for a wide range of properties. Respected, goal-driven leader with exemplary talents in guiding and coaching high-caliber teams in delivering above-and-beyond client service. Record of vastly improving efficiency and boosting client satisfaction levels in managing and retaining key accounts.
Areas of Expertise
♦ Team Building & Leadership
♦ Escrow Funds Distribution
♦ Reconveyance Coordination
♦ Residential & Commercial Real Estate
♦ Key Account / Portfolio Management
♦ Client Relations & Account Retention
♦ Regulatory Compliance
♦ Contract Management & Review
♦ Attorney / Legal Coordination
Professional Experience
Spruce, Seattle, WA 2022 – Present
Escrow Client Services Manager
Supervise top-notch team in delivering outstanding client services through all phases of escrow-closing process. Fully administer real estate transactions from initiation to closing. Conduct thorough contract reviews to ensure full compliance with state laws, industry standards and internal policies. Employ B2B SaaS systems to drive customer success and retention, and to generate repeat business. Continually fine-tune service delivery standards by identifying customer needs and coaching team members on techniques for exceeding customer expectations.
● Expertly utilize and partner with developers of PropTech and API technologies to streamline the escrow process.
● Instrumental in saving three major at-risk accounts through introduction of process adjustments and stop gaps that alleviated client concerns.
● Boosted net promoter scores (NPS) to 70+ (from ~40) by evaluating and reorganizing client services team; continually monitor NPS and KPIs to ensure strategic business objectives are met or exceeded.
● Applauded by executive team for consistently achieving financial objectives, including role in reducing labor costs by 25% and closing times by 15%.
Modus, Seattle, WA 2020 – 2022
Senior Escrow Assistant
Oversaw and served as key point of contact for all stages of escrow closing process, working closely with escrow assistants and closing teams. Liaised with clients throughout closing process to provide updates on escrow status and timelines and to gather all necessary information and files. Performed various administrative functions, including file balancing, funding and distribution, and clearing outstanding conditions.
● Consistently maintained seamless communications between all parties involved in escrow process, ensuring each party fulfilled their obligations and that funds were properly distributed upon closing.
● Exhibited exceptional attention to detail in ensuring proper usage of bill codes and ledgers and in conducting post-close reconveyance, leading to robust NPS levels.
JetClosing – Title & Escrow, Seattle, WA 2019 – 2020
Escrow Transaction Coordinator
Managed transactions from initiation to closure for title and escrow startup. Requested payoffs and entering closing statement information for new orders. Facilitated clear, concise communications with all parties involved in regard to timelines, requirements and current file status. Generated and distributed disbursements and payoffs at closing and schedule post-closing follow ups needed.
● Proficiently and efficiently provided support for escalations from closing processors 1 & 2 in resolving difficult client issues.
Realogics Sotheby’s International Realty, Seattle, WA 2018 – 2019
Commission Accountant
Conducted and generated reports on calculations of franchise fees, broker commission, company split and deductions. Ensured that all transactions comply with Department of Licensing requirements. Processed check payments and direct deposits. Performed collection processing, invoicing and payments of accounts payable and receivables.
● Adeptly and accurately performed general ledger (GL), bank and QuickBooks reconciliations, identifying and correcting discrepancies to ensure high levels of accuracy.
Windermere, Seattle, WA 2018 – 2018
Office Manager & Broker Care Manager
Supervised, trained and mentored Broker Care team in providing world-class service and support to 30+ brokers with social media, marketing and listing management in NWMLS Matrix. Coordinated transaction administration, processing and compliance, including handling of earnest money, delivery of contracts to escrow accounts, contract reviews and post-closing follow-up. Generated monthly reports, facilitated weekly broker meetings, and handled all aspects of project management and vendor coordination.
● Held diverse leadership and management responsibilities, including recruiting, hiring, scheduling and handling payroll for all team members.
CreditCEO, Seattle, WA 2015 – 2018
Office Manager
Excelled in accurately and efficiently performing various office management functions. Assisted with billing and accounts payable / receivable. Provided customer service, responding to phone, email and in-person inquiries from clients. Assisted with HR functions such as resume review, hiring, training and orientation. Coordinated meeting and event scheduling and handled travel arrangements. Performed physical and electronic records management and filing functions.