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Client Support Specialist
 
Job Detail
Industry
Information Technology
Category
Client Services & Customer Support
Total Position
1
Job Type
Full Time/Permanent ( Third Shift (Night) )
Department
Customer Support
Job Location
Lahore
Gender
No Preference
Minimum Education
Bachelors
Career Level
Experienced Professional
Minimum Experience
2 Years
Apply By
Sep 30, 2020
Posted On
Jun 30, 2020
Job Description


The Division:
Mortgage Builder is focused on delivering an optimal lending experience. End-to-end Lending Solutions from Mortgage Builder manage the complete lending cycle—from loan origination through servicing. Mortgage Builder supports a diverse array of loan products with our comprehensive loan origination system and single-platform loan servicing solution with integrated default capabilities. Mortgage Builder solutions are available as hosted services and offer a wide array of outsourced services. Our combination of lending services and comprehensive technology addresses virtually every part of the loan process for mortgage lenders and banks.

The Position:
As a Client Support Specialist you will ensure a positive client experience through high quality service and communication thereby attaining client retention. Coming to Mortgage Builder gives you the opportunity to work with a small team focused on developing high level quality of services using the latest technologies where your individual contributions will have a large impact. We are looking for individuals who move fast, can break down and solve complex problems, and have a strong will to get things done.
 
The successful hire will work from our Lahore Contour Office.
 
Responsibilities:

  • Respond to and resolve complex client issues through incident recognition, research and isolation, resolution, escalation and follow up.
  • Research and resolve each client interaction to their utmost satisfaction.
  • Resolve incidents and fulfill requests through Tier 1 support.
  • Determine and record inbound requests and ensure customer issues bear proper notation.
  • Capture client information and problem-solving process such as decisions made, actions involved and final resolution.
  • Update on status and completion in service management system and users through all means of communications.
  • Offer on – call support outside business hours.
  • Coordinate with product development department to enhance current design and determine design problems.
  • Engage in continuous performance evaluation and training projects.
  • Establish Client Support Centers positive image by interacting with team members, vendors and clients.
Basic Qualifications:
  • 3-5 years of mortgage industry experience required
  • 1-3 years prior Client Support experience working in the mortgage or finance industry
  • Excellent verbal and written communication skills
  • Strong time management skills
  • Must demonstrate ability to meet tight timelines
  • Provide regular updates to clients on the progress of service-related tickets that directly affect them.
  • Ability work in a team environment and interact with multiple departments (i.e. Application Support, Development, Quality Assurance, etc.…) to support client needs
  • Rationalize between a defect and feature enhancement to ensure the right expectations are being set with the client from the start.
Preferred Qualifications:
  • Bachelors degree or Mortgage related certifications
  • Familiarity with the regulatory climate tied to the mortgage industry
  • Understanding of Auto Loans and Financial Systems is a plus
  • Prior experience using Salesforce Desk.Com or Support Cloud
  • Prior knowledge of the Mortgage Builder suite of products
Work Shift:
  • 4 Days in a week work shift (Weekend Included)
  • Weekend shift from 8:30 AM EST till 10 PM EST (6:30 PM to 8 AM Pakistan Standard time)
Exciting Benefits we offer:
  • Market-leading Salary
  • Medical Coverage – Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment

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