Real Estate Customer Support Analyst

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

Job summary

SoftPro, headquartered in Raleigh, NC, is seeking a Real Estate Customer Solutions Analyst to provide phone support for SoftPro Select across sites nationwide. The role supports closing and title operations in a fast-paced environment, with hybrid or remote options.

The ideal candidate has 2+ years in escrow/closing, strong communication and problem-solving skills, and familiarity with Windows. Prior SoftPro experience is a plus; bachelor’s or associate degree preferred.

Qualifications

• 2+ years' experience in real estate escrow/closing or title roles.
• Strong communication, problem-solving and teamwork.
• Proficient with Windows OS and related applications.
• Experience with SoftPro is a plus.

Responsibilities

• Provide closing and title software support via SoftPro Select and resolve issues.
• Balance HUD/CDF/Commercial orders and perform reconciliation tasks.
• Document calls and resolutions clearly and accurately.
• Deliver high level customer service to clients in real time.
• Occasional additional duties as assigned.

Skills

Real estate experience

Customer service

Problem solving

Teamwork

Communication

Windows familiarity

Education

Bachelor's or Associate degree

Tools

SoftPro

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 work 9am – 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 RequirementsBachelor’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 & BENEFITSFNF, 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 VALUESDeliver 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 POLICYFNF, 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.