The Client Support Specialist II (Level 2 Associate) serves as the first line of defense in resolving customer issues and addressing inquiries. 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
Level 2 Associates are expected to have prior education or relevant career experience.
Focus on applying acquired job skills, company policies, and procedures to complete assigned tasks.
Utilize a basic skill set and subject matter proficiency to complete work.
Perform routine tasks with little supervision.
Skills Required
- Prior education or relevant career experience
- Respond to incoming client communications and document interactions in case management systems
- Coordinate with internal departments and follow issues through to completion
- Use judgment and basic decision-making authority to resolve customer concerns and escalate when necessary
- Mentor Client Support Specialist I associates and assist in training
- Assist in developing support delivery strategies, escalation procedures, and training materials
- Perform routine tasks with little supervision and apply company policies and procedures
- May fill in for a supervisor during staff or customer meetings
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.
