Baird & Warner

Inside Sales

• Manage a consistent flow of inbound and outbound communication (calls, texts, emails, and chat).
• Utilize Cloze CRM to meticulously track, update, and prioritize lead data to ensure no opportunity falls through the cracks.
• Execute rigorous nurture campaigns, providing value-driven content to keep potential clients engaged over the long term.
• Use proven scripts and dialogues to uncover client needs, motivations, and timelines.
• Educate clients on the benefits of our integrated services, including Key Mortgage pre-approval and vetted title/legal services.
• Utilize Zenlist to provide real-time property data and search options to prospective buyers.
• Secure and document high-quality appointments for field agents, ensuring a smooth hand-off within the CRM.
• Proactively reach out to company-generated past clients to generate new business opportunities.
• Incorporate BombBomb video messaging to personalize the client experience and increase response rates.
• Meet and exceed daily, weekly, and monthly activity benchmarks (dials, contacts, and appointments set/met, contracts, and closings).
• Adhere to an "Ideal Week" schedule to maximize productivity and ensure dedicated focus on revenue-generating activities.
• Participate in daily huddles, coaching sessions, and ongoing training to sharpen sales skills and conversion ratios.

Inside Sales Agent

IT Support

• Serve as an escalation point for the help desk team
• Single point of contact for all incident escalation across our businesses
• Ensure superior customer service is always given
• Be hands-on and resolve incidents as needed to ensure SLA’s are met
• Create documentation and playbooks as needed
• Manage the ticketing system, generate reporting and analysis
• Provide recommendations for improvements
• Travel to locations in the Chicagoland area, occasionally as needed
• Manage day-to-day operations of the Helpdesk ensuring all processes used by the Helpdesk are thoroughly documented, audited, maintained, and followed in line with the firm's goals and compliance requirements
• Manage response procedures for end-user requests, issues, escalations in line with ITIL standards and industry best practices
• Provide strong leadership and support to all Helpdesk team members, including assigning tasks, resolving conflicts, training and mentoring
• Share data insights on a monthly basis with IT leadership
• Manage the firm's IT Service Management tool, including tracking incidents, asset inventory, and all other user-related hardware/software
• Maintain a high level of user call-to-resolve experience/satisfaction
• Approve/manage team members timesheets
• Manage on-call shifts and assignments

Assistant Manager – Help Desk

Business Operations

• The Title Business Systems Manager serves as the operational and technological backbone of the Title Services business unit.
• This role is responsible for managing end-to-end projects, optimizing internal processes, and identifying opportunities where technology — including AI and automation tools — can drive meaningful efficiency.
• Evaluate and lead ongoing reviews of business technology and operational processes to promote and develop optimization strategies.
• Provide day-to-day management of Title Services projects, actively monitor performance, and ensure timely completion.
• Identify and implement practical AI and automation tools that streamline workflows and improve operational efficiency across the business unit.
• Understand the needs of multiple stakeholders and gather critical information from meetings to produce actionable reports.

Business Systems Manager

Compliance

• Conduct routine title and closing file audits and quality control reviews to ensure documentation is complete, accurate, and compliant with internal policies, underwriting standards and regulatory requirements.
• Escalate potential issues, inconsistencies, or missing information to appropriate team members or leadership.
• Assist in preparing summaries and presentations of the title and closing compliance audits
• Support FinCEN reporting processes by gathering required information, validating completeness, and preparing documentation in accordance with established procedures.
• Support updates to policies, procedures, disclosures and checklists by providing administrative assistance and documentation support.
• Manage title agency licenses and renewals.
• Assist in responding to subpoena requests.
• Assist with complying with lender vetting requests including filling out applications and gathering supporting documentation.
• Maintain organized and accurate records related to compliance reviews, audits, and reporting activities in accordance with record-retention requirements.
• Participate in required training related to title and escrow compliance requirements.
• Escalate potential issues, inconsistencies, or missing information to appropriate team members or leadership.
• Perform additional administrative and compliance-related duties as assigned.

Inside Sales Agent

Assistant Manager – Help Desk

Business Systems Manager

Compliance Coordinator