Client Support Specialist II - 2071

Role overview

Serve as an initial point of contact for clients using mortgage-related software, helping resolve product questions and service issues. You’ll document cases, keep clients informed while work is underway, and coordinate with internal teams when an issue needs further investigation. The level II role also contributes to support procedures and helps develop less experienced specialists.

Responsibilities

- Respond to client communications, explain product and service information, and resolve inquiries using established processes. - Record interactions and case details in support systems, then provide progress updates. - Coordinate with internal departments and follow issues through to resolution. - Use judgment to address customer concerns and escalate cases that require additional expertise. - Help refine support strategies, escalation procedures, and training materials. - Mentor level I specialists and, when needed, cover for a supervisor in staff or client meetings.

Requirements

- Previous technical support or customer service experience. - Strong interpersonal, written, and verbal communication skills. - Self-motivation, organization, and careful attention to detail. - A bachelor’s degree in a software-related field or equivalent technical experience is preferred; the listing also notes a preferred major GPA of 3.0 or higher.

Nice to have

- Familiarity with credit applications, lending, underwriting, or credit scoring.