Real Estate Customer Support Analyst

Fidelity National Financial; Raleigh (NC); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Insurance (medical, dental, vision, 12

401(k) with matching

Employee stock purchase plan

Job summary

SoftPro, a division of Fidelity National Financial, seeks a Real Estate Customer Solutions Analyst to provide telephone support for SoftPro Select across the country. Hybrid Raleigh, NC or remote work option. Shift 9am–6pm PT (12pm–9pm ET), Monday–Friday.

Ideal candidates have 2+ years in real estate escrow/closing, strong communication, and experience with Windows. Prior SoftPro experience is a plus, with opportunities for growth and collaboration in a fast-paced team environment.

Qualifications

• 2+ years’ experience in real estate escrow/closing, paralegal, or title officer is a must.
• Must be comfortable in a high-paced team environment.
• Familiarity with Microsoft Windows OS and applications.
• 2 years of customer service experience, preferably in a call center.
• Experience with West Coast Escrow & Closing process is a plus.
• Prior experience with SoftPro is a plus.
• Excellent communication, problem-solving, and teamwork skills.

Responsibilities

• Provide closing and/or title phone support for all operations using SoftPro Select and resolve issues promptly and efficiently.
• Assist with balancing HUD/CDF/Commercial orders, reconciliation, and other related tasks in the Real Estate closing process.
• Document each call and its resolution thoroughly and accurately.
• Provide a high level of customer service to each customer you work with at all times.
• Additional duties as assigned.

Skills

Real estate escrow experience

Customer service

Excellent communication

Teamwork

Problem-solving

Windows proficiency

Call center experience

SoftPro knowledge

West Coast Escrow/Closing experience

Education

Bachelor’s degree or Associate’s degree, or 1–2 years related experience

Tools

SoftPro

Windows OS

Job description

SoftPro is the nation’s leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), SoftPro’s technology solutions are used in thousands of law firms and title companies throughout the country and are an essential part of residential and commercial Real Estate transactions. SoftPro’s Headquarters is in Raleigh, North Carolina.

SoftPro has received national recognition for our excellent customer service and products and we were recently recognized as a 2026 Best Places to Work by the Triangle Business Journal! SoftPro has won this prestigious award 14 times since 2012!

What are we looking for?

SoftPro is seeking a Real Estate Customer Solutions Support Analys t. In this position, you will be responsible for providing telephone support to our parent company’s direct operations as they implement SoftPro Select to various sites across the country. This position can be located in our Raleigh, NC office in a Hybrid role, or as a remote employee. We are looking for individuals to work9am –6pm PT (12pm – 9pm ET), Monday - Friday.

What will I do as a Customer Solutions Analyst?

• Provide closing and/or title phone support for all operations using SoftPro Select and resolve issues promptly and efficiently.
• Assist with balancing HUD/CDF/Commercial orders, reconciliation, and other related tasks in the Real Estate closing process.
• Document each call and its resolution thoroughly and accurately.
• Provide a high level of customer service to each customer you work with at all times.
• Additional duties as assigned.

What skills do I need to be a successful Customer Solutions Analyst?

• 2+ years’ experience working within the real estate industry as an escrow / closing specialist, paralegal, or title officer is a must.
• The ideal candidate will have a great attitude and feel comfortable working in a high-paced team environment.
• Must be familiar / comfortable with working in the Microsoft Windows operating system and applications.
• 2 years of previous customer service experience, preferably in a call center environment.
• Experience with West Coast Escrow & Closing process experience is a plus.
• Prior experience with SoftPro is a plus!
• Excellent communication, problem-solving, and teamwork skills.

Educational Requirements

Bachelor’s degree or Associate’s degree, or one to two years of related experience and/or training, or an equivalent combination of education and experience.

COMPENSATION & BENEFITS

FNF, its affiliates, and subsidiaries carefully considers multiple factors to determine compensation, including a candidate’s education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan.

JOIN US AND LIVE OUR CORE VALUES

Deliver AMAZING Customer Service, Be an AWESOME Teammate, Adopt a Sense of Urgency, Innovate to be Efficient, Produce Quality Work, Take Initiative, Go the Extra Mile.

EQUAL OPPORTUNITY POLICY

FNF, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.