HousingWireHousingWire
Coldwell Banker Realty has launched a national rollout of its Transaction Concierge program, a back-office support system designed to assist real estate agents with administrative tasks during the homebuying process.
The program provides Coldwell Banker-affiliated agents with access to in-house employees, called Client Experience Specialists, who manage non-licensed duties from the time a property goes under contract until the deal closes.
The goal, the company says, is to allow agents to prioritize client-facing work — such as showings and lead generation — while the transaction team handles paperwork and coordination.
“Agents play a crucial role in ensuring a smooth home-buying process from contract to close, and Transaction Concierge supports agents by handling administrative tasks, which frees their time to focus on clients and other business activities,” said Kamini Lane, president and CEO of Coldwell Banker Realty.
Coldwell Banker began introducing the model across the country in 2024. According to the company, the system managed more than 28,000 transactions during the initial rollout and received a 94% satisfaction rating from participating agents.
The Transaction Concierge initiative is staffed by internal employees rather than outsourced contractors. These employees help coordinate communication among lenders, title companies, and other stakeholders, track key deadlines, and manage transaction-related documents.
“Transaction Concierge supports agents by handling administrative tasks,” Lane said, “Our strategic investment in a team of Client Experience Specialists ensures success by working directly with agents and clients.”
In addition to transaction coordination, Coldwell Banker agents also have access to other built-in support services, including onboarding, marketing, and sales assistance. These roles, the company says, are part of its broader support structure for affiliated agents.
