Client Support Agent I
ICONMA, Irving, TX, United States
Our Client, a Mortgage and Real Estate Services company, is looking for a Client Support Agent I for their Irving, TX location.
Responsibilities:
Client Support Agents are the frontline voice of Informative Research, delivering fast, accurate, and empathetic support to mortgage lenders using our tri-merge and mortgage origination products.
Agents work in a fast-paced, highly collaborative environment and must navigate several systems while maintaining exceptional service levels
Provide outstanding phone and case support to clients, maintaining service level targets (80/30) and an average handle time of ~6 minutes, including after-call work.
Respond to inquiries related to credit reports, reissues, billing, compliance, authentication, LOS integrations, and general product usage.
Review and interpret tri-merge credit reports to answer client questions and resolve discrepancies.
Guide clients through workflows across multiple systems and tools (CRM, LOS integrations, internal processing platforms).
Troubleshoot issues by identifying root causes and escalating when needed via established workflows.
Work collaboratively with teammates through the Help Desk channel to ensure quick and accurate support.
Document all interactions clearly and thoroughly within the CRM.
Maintain compliance with industry regulations and company policies.
Participate in ongoing training, coaching, and quality monitoring to sustain high performance.
Demonstrate professionalism, empathy, and ownership in every client interaction.
Requirements:
Typically requires 2+ years of related work experience in customer service.
Familiarity with consumer credit reporting, mortgage lending, credit reporting, or fintech systems.
High volume call center experience- 45 to 50 calls per day on average
Strong customer service and communication skills comfortable supporting clients over the phone and in writing.
Ability to learn and navigate 5-6 systems simultaneously while maintaining accuracy.
Critical thinking and problem-solving abilities; capable of understanding how systems connect and affect each other.
High attention to detail when reviewing credit reports or client information.
Comfortable working in a structured environment with daily, weekly, and monthly performance expectations.
Ability to multitask and manage time effectively in a high-volume support environment.
Meets or exceeds service level and AHT targets.
Achieves consistent quality monitoring scores.
Demonstrates independent handling of ~80% of client interactions by the end of week 3 (post-training).
Works collaboratively, asks for help appropriately, and contributes positively to team culture.
High school diploma required- GED acceptable; Bachelor's preferred
Why Should You Apply?
Health Benefits
Referral Program
Excellent growth and advancement opportunities
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.
Responsibilities:
Client Support Agents are the frontline voice of Informative Research, delivering fast, accurate, and empathetic support to mortgage lenders using our tri-merge and mortgage origination products.
Agents work in a fast-paced, highly collaborative environment and must navigate several systems while maintaining exceptional service levels
Provide outstanding phone and case support to clients, maintaining service level targets (80/30) and an average handle time of ~6 minutes, including after-call work.
Respond to inquiries related to credit reports, reissues, billing, compliance, authentication, LOS integrations, and general product usage.
Review and interpret tri-merge credit reports to answer client questions and resolve discrepancies.
Guide clients through workflows across multiple systems and tools (CRM, LOS integrations, internal processing platforms).
Troubleshoot issues by identifying root causes and escalating when needed via established workflows.
Work collaboratively with teammates through the Help Desk channel to ensure quick and accurate support.
Document all interactions clearly and thoroughly within the CRM.
Maintain compliance with industry regulations and company policies.
Participate in ongoing training, coaching, and quality monitoring to sustain high performance.
Demonstrate professionalism, empathy, and ownership in every client interaction.
Requirements:
Typically requires 2+ years of related work experience in customer service.
Familiarity with consumer credit reporting, mortgage lending, credit reporting, or fintech systems.
High volume call center experience- 45 to 50 calls per day on average
Strong customer service and communication skills comfortable supporting clients over the phone and in writing.
Ability to learn and navigate 5-6 systems simultaneously while maintaining accuracy.
Critical thinking and problem-solving abilities; capable of understanding how systems connect and affect each other.
High attention to detail when reviewing credit reports or client information.
Comfortable working in a structured environment with daily, weekly, and monthly performance expectations.
Ability to multitask and manage time effectively in a high-volume support environment.
Meets or exceeds service level and AHT targets.
Achieves consistent quality monitoring scores.
Demonstrates independent handling of ~80% of client interactions by the end of week 3 (post-training).
Works collaboratively, asks for help appropriately, and contributes positively to team culture.
High school diploma required- GED acceptable; Bachelor's preferred
Why Should You Apply?
Health Benefits
Referral Program
Excellent growth and advancement opportunities
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.