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Properly record all title transactions in accordance with the California Health and Safety Code, cemetery laws, and the probate code for inheritance of property, while complying with the 10-grave interment right set forth in the California Business and Professions Code. Process retrieval requests for copies of documents held in document imaging or in the historical archives on various mediums of fiche and film while observing company confidentiality. Provide customer service to both internal and external customers by updating record changes and accurately record and ensure that a certificate of ownership for all paid in full property-owners are printed and properly distributed or mailed. Apply company policies and procedures to resolve a variety of issues, and exercise good judgment at all times while working successfully in a fast-paced environment in order to meet customer needs.

Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.

• Process property transactions such as transfer of ownership, affidavit of heirs, buy backs, contract amendments, designations, dignity relocations and lot exchanges, while maintaining the accuracy and integrity of the ownership records file.  
• Interpret legal documents and have a good understanding of transfers that deal with family trusts, living trusts, divorce decrees, court orders, wills, pour-over wills, Articles of Incorporation and Statements of Information for non-profit organizations/churches.
• Understand and comply with the Family Plot Law (California Health & Safety Code, section 8650), in order to execute the completion of the affidavit of heirs and the inheritance of property for a family plot. 
• Complete a fully executed contract to capture transfer fees and process all cash receipts in accordance with SOX control.
• Provide accurate and timely document recording of the property record in the system, including the collection and recording of all fees.
• Maintain clear and accurate documentation of all property transactions and record changes, by scanning and uploading to HMIS and ensuring document security. 
• Review the certificate of ownership processing function daily in HMIS; to verify, issue, and print certificates of ownership and/or distribute to the Sales Dept. for all paid in full property owners, as outlined in the office procedures. 
• Research and provide copies of contracts, duplicate certificates, etc., in connection with the customer’s pre-need property or pre-arrangements, for at-need fulfillment, subpoenas, or customer requests.   
• Respond to daily e-mail and webmail requests from internal & external customers while adhering to confidentiality rules.  
• Demonstrate high level of confidentiality, common sense, judgment, and sense of urgency, and ability to set priorities.
• Adhere to Company policies, procedures, rules, and controls.
• Act on customer complaints to provide satisfactory resolution.
• Adhere to safety rules and regulations, and report unsafe practices to management.
• Understand and achieve annual SMART goals.
• Participate in training and skill development opportunities to improve competency and customer service.
• Must exhibit professionalism, punctuality and excellent attendance.

Key Competencies:

As an Individual Contributor, incumbent is expected to meet the Key Competency requirements of Open Communication, Building Relationships, Personal Leadership, and Commitment to Quality, Business Focus, and Customer Focus. Must have a positive attitude.  Meeting the behavior standards in each Competency links directly to the annual Performance Review.

Experience and Education:

Two years’ experience in providing professional, superior customer service by phone and in person

High School Diploma or GED

Special Skills

• Excellent oral and written English communication skills
• PC with MS Office software; i.e., Outlook, Word, Excel, etc.
• High level of critical thinking, problem solving skills and attention to detail
• Knowledge of cemetery law, i.e., California Health & Safety Code, Probate Code for family plot law, and California Business and Professions Code a plus
• Knowledge of degrees of kinship for transferring of family plots, joint tenancy, and vested right of interment
• HMIS System a plus
• Knowledge of Documentum and Phoenix
• Keyboard accurately at 45 wpm
• Communicate clearly and accurately with all levels of the Company
• Excellent interpersonal relations skills and flexibility
• Conflict resolution skills to deal with difficult customers
• High level of confidentiality and accuracy
• Ability to research hard copy and electronic records with minimal supervision
• Bilingual a plus

Working Environment

• Work seated and/or standing, where the noise volume is quiet to moderate. 
• Work under daily deadlines while responding to internal customers, high volume phones, and meeting with families by appointment and as needed.
• Maintain high accuracy and document security, while providing superior customer service. 
• Detail accuracy is extremely important and the ability to cope with constantly changing priorities and interruptions.
• Comply with Operations Dress Code Policy. 

Physical Requirements

Meet with families in an office, answer heavy phone calls, and respond to company web site inquiries. Must be able to handle difficult customers, using conflict resolution skills; potential eyestrain from constant viewing of computer monitors; ergonomic requirements must be considered for safety and health.  Sit or stand for long periods.

Equipment / Machines Operated

• Computer workstation with dual screens
• MS Office software, i.e., Outlook, Excel, & Word,
• Scanner, printer, copier
• Check Reader and Credit Card Machine
• Microfilm/fiche reader/printer
• Telephone, calculator, 10-key
• File cabinets, file boxes, Step stool

Compensation:

$22.00/hr – $27.00/hr

Exact compensation may vary based on skills, experience, and location.

Benefits (dependent upon eligibility): 
Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent Life Insurance*SCI 401(k) Retirement Savings Plan with Company match*Employee Assistance Program

Rose Hills is an Equal Opportunity Employer. The company’s hiring procedures do not discriminate against any person on the basis of race, color, national origin, religion, ethnicity, age, sex, sexual-orientation, veteran’s status or disability, or any other legally protected status.

SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.

Postal Code: 90601

Category (Portal Searching): Administration and Clerical

Job Location: US-CA - Whittier