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Client Care Representative
Location:
Saint Petersburg, FL
Description:
Client Care Representative Team Mission The Clarifire Client Care team is the primary communication point where prompt, accurate, and professional solutions are provided to external as well as internal clients. Our team strives to ensure a positive experience that anticipates end user needs as well as exceeds expectations with each contact. With a commitment to continued improvement, team members utilize education, experience, resources and communication as vehicles to achieve brighter automation solutions for our clients in a manner that further facilitates the organizational objectives of Clarifire. Primary Responsibilities: Acquire a complete and comprehensive technical and business understanding of the CLARIFIRE® This includes specific business processes relevant to how our clients leverage and utilize the application. Provide troubleshooting and research of requests for clients. This involves reviewing and investigating root cause/resolutions, SQL query generation and result analysis, reviewing workflow diagrams, as well as evaluation against industry regulations. Example submissions might include: user access, password resets, data connectivity/web services, latency, training/guidance, business inquiries and process workflow analysis. Work with the Application Support, Business, and Development teams to solution for requests that require escalation and follow-through to resolution and implementation. Communicate resolution to clients and ensure client satisfaction. Monitor incoming requests, document, and track all requests including trends. Take ownership in managing the CLARIFIRE ticketing system and maintain current updates on tickets. Work with SME and Senior team members to share, create, and update training, support, policy/procedure, and other documentation as required. Provide standard training and support for the CLARIFIRE application to both internal and external clients. Manage the CLARIFIRE User Audit process in collaboration with the Risk and Compliance team. Participate in Software Quality Assurance efforts (SQA) to certify software releases. Contribute to corporate initiatives as well as tasks and additional team and organizational operations. Requirements: Bachelor's Degree or equivalent combination of education and experience. Minimum of 2 yrs. working in a Client/Customer Satisfaction Support environment. Excellent verbal and written communication skills are essential as this position requires direct contact with high profile clients. Excellent command of Microsoft Office Suite products. Ability to multi-task and work under the pressure of strict deadlines and time constraints. Ability to analyze issues to determine and communicate source and resolution. Ability to establish priorities and work independently, when necessary, to achieve objectives. Self-motivated with initiative to learn new applications and seek continued professional growth. Aptitude to elicit information from others when details are insufficient or unclear. Basic understanding of SQL preferred. Experience with workflow and process automation a plus. Mortgage Servicing knowledge desirable. CLARIFIRE is an Equal Opportunity Employer
Company:
Emason
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Client Care Representative
Client Care Representative is a Customer Service Client Care Representative Job at Emason located in Saint Petersburg FL. Find other listings like Client Care Representative by searching Oodle for Customer Service Client Care Representative Jobs.
Client Care Representative is a Customer Service Client Care Representative Job at Emason located in Saint Petersburg FL. Find other listings like Client Care Representative by searching Oodle for Customer Service Client Care Representative Jobs.