Family Customer Service Manager Fast Start Hat 

DATE: 10/27/2021

NAME OF POSITION: Family Customer Service Manager

PERSON’S SENIOR: VP of Trust Operations


PURPOSE (The reason why this position exists): This hat is to provide a terminal or contact for our families should they need assistance. It also alleviates the numerous calls to others that would be stopped from 

Production.


VIEWPOINT (The viewpoint that an employee should have to be successful at the job): It is important that you are able to keep the family comfortable with the idea that we will assist them when we can. It is also important that I can judge how the request the family is making will affect our investor and our company. I try to also engrain in the families that they are now homeowners and to take responsibility for the property and its 

Care.


COMPUTER SKILLS REQUIRED: 

The ability to locate notes and other data in the Matrix. 

To be able to log information in the Matrix so all can see. 

SKILLS REQUIRED: Common sense to determine if what the family is requesting from us, is something we should do.


RESPONSIBILITIES OF THE POSITION: 

● To ensure we are assisting the families to the best of our ability without putting the company or the investor in jeopardy. 

● Whenever possible, ensure you have related the situation to whatever department an action is 

needed.

WEEKLY ACTIONS: 

● When required 

STATISTICS: 

● Situations Found 

ACTION STATS: 

● Handle situations 


Valuable Final Product: Well, on the Org Board it only has the VFP for the post of Dir of Trust Services - but nothing on each hat. I would have to say the obvious VFP would be Families content with their homes and maintaining them properly and paying promptly. 

GLOSSARY OF TERMS: