Client Support Specialist

Emporium is a new wholesale origination platform that is dedicated to servicing professional mortgage brokers and non-delegated correspondent lenders. Our aspirations at Emporium are simple: build a team of talented individuals with shared values who think and behave like owners, create a culture that is focused on exceptional customer service and deliver quality products and returns to stakeholders. Come join us!

Responsible for resolving client issues, recommending solutions, and guiding clients through system on-boarding. The Client Support Specialist will be an excellent communicator who will establish the reputation as a partner that offers excellent client support throughout any system challenges they are experiencing tied to originating loans in our system.

Hours/Time Zone:

• West Coast hours: Pacific time
• 9:00 AM-6:00 PM with an hour break OR 9:30 AM-6:00 PM with a 30-minute break

Role Summary:

• Promptly respond to all client questions, complaints, and requests regarding system issues via phone or email.
• Provide professional and courteous client support by listening to clients and responding in a way that exceeds their expectations.
• Investigate, research, analyze and test outcomes in order to resolve client questions and/or problems correctly.
• Assist clients with systems set-up by providing login credentials and basic training if necessary.
• Direct clients to self-service resources for admin. set up and processing.
• Following up with clients to ensure that reported technical difficulties have been resolved.
• Coordinate calls between vendor system support and broker when problems persist.
• Report error trends, failures, or malfunctions to Emporium Leadership.
• Identify and advise management on areas of improvement.
• Participate in developing and maintaining documentation.
• Work effectively with Account Managers and Account Executives by keeping lines of communication open until matters are resolved.
• Some after-hours or weekend work may be required from time to time.

Requirements:

• A minimum of two years’ experience working as a client support specialist, or a similar role.
• Working knowledge of remote service tools and help desk software.
• Exceptional written and verbal communication skills.
• Solid analytical and problem-solving skills.
• Strong multitasking and organizational skills.
• Ability to work under pressure.
• 2+ years working in Encompass by ICE Technologies.

If you do not meet all of the requirements listed in this job description, we still encourage you to apply! We carefully review every application and consider all projects, education and certifications in addition to professional experience.

Emporium is an equal opportunity employer. At Emporium we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law