Client Support Agent

TX - Irving
Start Date: 4/27/2026
Valid Through: 8/29/2026
Pay Rate: $20.98 - $21.68 per hour

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The Client Support Agent is the frontline point of contact for mortgage lending clients, providing fast, accurate, and empathetic support for tri-merge credit reporting and mortgage origination products. This role operates in a high-volume, fast-paced environment requiring strong multitasking, technical navigation, and customer service skills.

Key Responsibilities

  • Provide phone and case support while meeting service level targets (80/30) and maintaining an average handle time of ~6 minutes, including after-call work.
  • Handle inquiries related to credit reports, reissues, billing, compliance, authentication, LOS integrations, and general product usage.
  • Review and interpret tri-merge credit reports to resolve client questions and discrepancies.
  • Guide clients through workflows across multiple systems (CRM, LOS, internal platforms).
  • Troubleshoot issues, identify root causes, and escalate when needed using established processes.
  • Collaborate with team members via help desk channels to ensure timely and accurate resolutions.
  • Document all client interactions clearly and accurately in the CRM.
  • Maintain compliance with industry regulations and company policies.
  • Participate in ongoing training, coaching, and quality monitoring.
  • Demonstrate professionalism, empathy, and ownership in every interaction.

Qualifications

  • 2+ years of customer service or support experience.
  • Experience in high-volume call centers (4550 calls per day).
  • Familiarity with mortgage lending, credit reporting, fintech, or related systems.
  • Strong communication skills (phone and written).
  • Ability to navigate 56 systems simultaneously with high accuracy.
  • Strong problem-solving and critical thinking skills.
  • High attention to detail, especially when reviewing credit data.
  • Comfortable working in a metrics-driven, structured environment.

Preferred Skills

  • Experience with CRM tools (e.g., Salesforce, Zendesk).
  • Knowledge of loan origination systems (LOS), especially Encompass.
  • Background in mortgage operations, credit bureaus, or fintech support.
  • Experience with technical troubleshooting and escalations.

Success Metrics

  • Meets or exceeds SLA and AHT targets.
  • Maintains strong quality scores.
  • Handles ~80% of client inquiries independently by week 3 post-training.
  • Contributes positively to team collaboration and performance.

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