Client Care Representative
Client Care RepresentativeTeam 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 EmployerBackground Check Policy and ProcedureAll offers of employment at Clarifire are contingent upon clear results of a thorough background check.
Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary.
Background checks will include:
Social Security Verification:
validates the applicant's Social Security number, date of birth and former addresses.
Prior Employment Verification:
confirms applicant's employment with the listed companies, including dates of employment, position held and additional information available pertaining to performance rating, reason for departure and eligibility for rehire.
This verification will be run on the past two employers or the previous five years, whichever comes first.
Personal and Professional References:
calls will be placed to individuals listed as references by the applicant.
Educational Verification:
confirms the applicant's claimed educational institution, including the years attended and the degree/diploma received.
Criminal History:
includes review of criminal convictions and probation.
The following factors will be considered for applicants with a criminal history:
The nature of the crime and its relationship to the position.
The time since the conviction.
The number (if more than one) of convictions.
Whether hiring, transferring or promoting the applicant would pose an unreasonable risk to the business, its employees or its customers and vendors.
The following additional background searches will be required if applicable to the position:
Credit History:
confirms candidate's credit history.
This search will be run for positions that involve management of Company Name funds and/or handling of cash or credit cards.
ProcedureFinal candidates must complete a background check authorization form and return it to Human Resources.
At the time an offer of employment is made, and accepted, Clarifire will provide the routine background notice and forms to be completed.
Human Resources will order the background check upon receipt of the signed release form, and an employment screening service will conduct the checks.
A designated HR representative will review all results.
The HR representative will notify the hiring manager regarding the results of the check.
In instances where negative or incomplete information is obtained, the appropriate executive management contact and the Human Resources Consultant will assess the potential risks and liabilities related to the job's requirements and determine whether the individual should be hired.
If a decision not to hire or promote a candidate is made based on the results of a background check, there may be certain additional Fair Credit Reporting Act (FCRA) requirements that will be handled by Human Resources in conjunction with the employment screening service (if applicable).
Background check information will be maintained in a file separate from employees' personnel files for a minimum of five years.
Clarifire reserves the right to modify this policy at any time without notice.
Recommended Skills Auditing Automation Business Processes Communication Customer Satisfaction Fair Credit Reporting Act Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
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on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3q66b6ldc5pcmzkq2d', 'ExternalApply-j3q66b6ldc5pcmzkq2d'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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 EmployerBackground Check Policy and ProcedureAll offers of employment at Clarifire are contingent upon clear results of a thorough background check.
Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary.
Background checks will include:
Social Security Verification:
validates the applicant's Social Security number, date of birth and former addresses.
Prior Employment Verification:
confirms applicant's employment with the listed companies, including dates of employment, position held and additional information available pertaining to performance rating, reason for departure and eligibility for rehire.
This verification will be run on the past two employers or the previous five years, whichever comes first.
Personal and Professional References:
calls will be placed to individuals listed as references by the applicant.
Educational Verification:
confirms the applicant's claimed educational institution, including the years attended and the degree/diploma received.
Criminal History:
includes review of criminal convictions and probation.
The following factors will be considered for applicants with a criminal history:
The nature of the crime and its relationship to the position.
The time since the conviction.
The number (if more than one) of convictions.
Whether hiring, transferring or promoting the applicant would pose an unreasonable risk to the business, its employees or its customers and vendors.
The following additional background searches will be required if applicable to the position:
Credit History:
confirms candidate's credit history.
This search will be run for positions that involve management of Company Name funds and/or handling of cash or credit cards.
ProcedureFinal candidates must complete a background check authorization form and return it to Human Resources.
At the time an offer of employment is made, and accepted, Clarifire will provide the routine background notice and forms to be completed.
Human Resources will order the background check upon receipt of the signed release form, and an employment screening service will conduct the checks.
A designated HR representative will review all results.
The HR representative will notify the hiring manager regarding the results of the check.
In instances where negative or incomplete information is obtained, the appropriate executive management contact and the Human Resources Consultant will assess the potential risks and liabilities related to the job's requirements and determine whether the individual should be hired.
If a decision not to hire or promote a candidate is made based on the results of a background check, there may be certain additional Fair Credit Reporting Act (FCRA) requirements that will be handled by Human Resources in conjunction with the employment screening service (if applicable).
Background check information will be maintained in a file separate from employees' personnel files for a minimum of five years.
Clarifire reserves the right to modify this policy at any time without notice.
Recommended Skills Auditing Automation Business Processes Communication Customer Satisfaction Fair Credit Reporting Act Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3q66b6ldc5pcmzkq2d', 'ExternalApply-j3q66b6ldc5pcmzkq2d'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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