Archived listing. The details below describe a past opening.
Position Summary
The Senior Client Solutions Specialist role serves as the customer services ambassador for client inquiries related to the Agility platform. This position is responsible for managing inbound support requests, troubleshooting functional issues, and ensuring timely resolution or escalation. The role requires strong communication skills, attention to detail, and the ability to support clients in a fast-paced warehouse lending environment.
Essential Functions:
· Serve as the primary operational liaison between clients and internal teams regarding Agility platform functionality and workflow optimization
· Analyze client usage patterns and operational challenges to recommend platform configuration improvements and workflow solutions
· Independently assess client issues and determine appropriate resolution strategies, including system configuration adjustments or operational changes
· Develop and implement client support procedures to improve efficiency, response time, and service quality
· Monitor service performance metrics and recommend operational improvements to ensure compliance with contractual service level agreements
· Evaluate recurring client issues and collaborate with Product and Engineering teams to prioritize platform enhancements
· Provide subject matter expertise on Agility platform functionality and warehouse lending workflows
· Lead client education initiatives, including training sessions and development of best-practice guidance materials
· Identify trends in client support activity and provide strategic recommendations to leadership regarding service delivery improvements
Qualifications:
· 2+ years of experience in client support, customer service, or warehouse lending operations
· Strong written and verbal communication skills
· Experience with ticketing systems (Jira preferred)
· Ability to manage multiple priorities in a deadline-driven environment
· Mortgage banking or warehouse lending experience preferred
What we offer:
- Comprehensive benefits plan including medical, dental and vision
- Generous flexible time off policy
- Discretionary retirement match
- Opportunities for growth and development
