Client Support Specialist
Contour Software
Lahore, Punjab, PK
2d ago

T he 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 co mplex 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 Center's 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 :

  • Bachelor's 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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