The Client Support Specialist II serves as the first line of defense in resolving customer issues and addressing inquiries for MeridianLink mortgage. The role responds to incoming client communications, documents interactions in case management systems, provides updates on ongoing resolutions, and resolves inquiries through established methods. When issues cannot be resolved directly, they are escalated to the appropriate departments.
Expected Duties
Coordinate with internal departments to resolve client issues and follow through until completion.
Handle inquiries using judgment and basic decision-making authority to resolve customer concerns.
Assist in developing support delivery strategies, escalation procedures, and training while mentoring Client Support Specialist I associates.
Provide information about products and services, answer questions, and resolve client issues.
Complete activities supporting implementation of procedures.
Ensure inquiries are properly followed up on and resolved.
May fill in for a supervisor during staff or customer meetings.
Qualifications / Knowledge, Skills & Abilities
Bachelor’s degree from an accredited college/university in a software-related field or equivalent technical experience with current major GPA of 3.0 or higher preferred
Solid interpersonal, written, and verbal communication skills required
Self-motivated, highly organized individual with strong attention to detail
Prior Technical Support and/or Customer Service experience required
Familiarity with credit application, loan, underwriting, and credit scoring processes a plus
Skills Required
- Prior technical support and/or customer service experience
- Solid interpersonal, written, and verbal communication skills
- Self-motivated, highly organized, and detail-oriented
- Bachelor's degree in a software-related field from an accredited college or equivalent technical experience
- Current major GPA of 3.0 or higher
- Familiarity with credit applications, loans, underwriting, and credit scoring processes
What We Do
Pioneering Technologies for Your Financial Institution Since 1998, we have been creating innovative technologies that transform the way financial institutions operate by solving complex problems with streamlined, user-friendly solutions. Our robust and secure technologies empower lenders and consumers to get reliable, accurate information every time, at any time. As well-established industry leaders, we continue to set the industry standard for web-based credit reporting and lending for financial institutions of every size.
