Client Support Agent
JobTracks, Irving, TX, United States
The Client Support Agent is the frontline point of contact for mortgage lending clients, providing fast, accurate, and empathetic support for tri-merge credit reporting and mortgage origination products. This role operates in a high-volume, fast-paced environment requiring strong multitasking, technical navigation, and customer service skills.
Key Responsibilities
Provide phone and case support while meeting service level targets (80/30) and maintaining an average handle time of ~6 minutes, including after-call work.
Handle inquiries related to credit reports, reissues, billing, compliance, authentication, LOS integrations, and general product usage.
Review and interpret tri-merge credit reports to resolve client questions and discrepancies.
Guide clients through workflows across multiple systems (CRM, LOS, internal platforms).
Troubleshoot issues, identify root causes, and escalate when needed using established processes.
Collaborate with team members via help desk channels to ensure timely and accurate resolutions.
Document all client interactions clearly and accurately in the CRM.
Maintain compliance with industry regulations and company policies.
Participate in ongoing training, coaching, and quality monitoring.
Demonstrate professionalism, empathy, and ownership in every interaction.
Qualifications
2+ years of customer service or support experience.
Experience in high-volume call centers (45-50 calls per day).
Familiarity with mortgage lending, credit reporting, fintech, or related systems.
Strong communication skills (phone and written).
Ability to navigate 5-6 systems simultaneously with high accuracy.
Strong problem-solving and critical thinking skills.
High attention to detail, especially when reviewing credit data.
Comfortable working in a metrics-driven, structured environment.
Preferred Skills
Experience with CRM tools (e.g., Salesforce, Zendesk).
Knowledge of loan origination systems (LOS), especially Encompass.
Background in mortgage operations, credit bureaus, or fintech support.
Experience with technical troubleshooting and escalations.
Success Metrics
Meets or exceeds SLA and AHT targets.
Maintains strong quality scores.
Handles ~80% of client inquiries independently by week 3 post-training.
Contributes positively to team collaboration and performance.
Key Responsibilities
Provide phone and case support while meeting service level targets (80/30) and maintaining an average handle time of ~6 minutes, including after-call work.
Handle inquiries related to credit reports, reissues, billing, compliance, authentication, LOS integrations, and general product usage.
Review and interpret tri-merge credit reports to resolve client questions and discrepancies.
Guide clients through workflows across multiple systems (CRM, LOS, internal platforms).
Troubleshoot issues, identify root causes, and escalate when needed using established processes.
Collaborate with team members via help desk channels to ensure timely and accurate resolutions.
Document all client interactions clearly and accurately in the CRM.
Maintain compliance with industry regulations and company policies.
Participate in ongoing training, coaching, and quality monitoring.
Demonstrate professionalism, empathy, and ownership in every interaction.
Qualifications
2+ years of customer service or support experience.
Experience in high-volume call centers (45-50 calls per day).
Familiarity with mortgage lending, credit reporting, fintech, or related systems.
Strong communication skills (phone and written).
Ability to navigate 5-6 systems simultaneously with high accuracy.
Strong problem-solving and critical thinking skills.
High attention to detail, especially when reviewing credit data.
Comfortable working in a metrics-driven, structured environment.
Preferred Skills
Experience with CRM tools (e.g., Salesforce, Zendesk).
Knowledge of loan origination systems (LOS), especially Encompass.
Background in mortgage operations, credit bureaus, or fintech support.
Experience with technical troubleshooting and escalations.
Success Metrics
Meets or exceeds SLA and AHT targets.
Maintains strong quality scores.
Handles ~80% of client inquiries independently by week 3 post-training.
Contributes positively to team collaboration and performance.