Client Support Agent

Duration - 4 Months, temp to hire

Location - Irving, TX 75038

Shift - Monday to Friday, 9:30AM to 6PM

Max Pay - $21.86

Prescreen Questions

1. This is an in-office position with no option for hybrid/remote work. Is this acceptable?

2. Do you have experience using or learning internal mortgage lending software systems?

3. How do you ensure that technical tasks never compromise the quality of your customer support?

4. This manager is looking for someone who will work the company years to come and who fits their internal office culture. Are you interested in a becoming a full-time employee?

5. Are you willing to learn and navigate 5-6 systems simultaneously?

Client Support Agents are the frontline voice, delivering fast, accurate, and empathetic support to mortgage lenders using our tri-merge and mortgage origination products. Agents work in a fast-paced, highly collaborative environment and must navigate several systems while maintaining exceptional service levels.

Job Responsibilities

• Provide outstanding phone and case support to clients, maintaining service level targets (80/30) and an average handle time of ~6 minutes, including after-call work.
• Respond to inquiries related to credit reports, reissues, billing, compliance, authentication, LOS integrations, and general product usage.
• Review and interpret tri-merge credit reports to answer client questions and resolve discrepancies.
• Guide clients through workflows across multiple systems and tools (CRM, LOS integrations, internal processing platforms).
• Troubleshoot issues by identifying root causes and escalating when needed via established workflows.
• Work collaboratively with teammates through the Help Desk channel to ensure quick and accurate support.
• Document all interactions clearly and thoroughly within the CRM.
• Maintain compliance with industry regulations and company policies.
• Participate in ongoing training, coaching, and quality monitoring to sustain high performance.
• Demonstrate professionalism, empathy, and ownership in every client interaction.

Skills/Experience

• Typically requires 2+ years of related work experience in customer service.
• Familiarity with consumer credit reporting, mortgage lending, credit reporting, or fintech systems.
• High volume call center experience- 45 to 50 calls per day on average
• Strong customer service and communication skills comfortable supporting clients over the phone and in writing.
• Ability to learn and navigate 5-6 systems simultaneously while maintaining accuracy.
• Critical thinking and problem-solving abilities; capable of understanding how systems connect and affect each other.
• High attention to detail when reviewing credit reports or client information.
• Comfortable working in a structured environment with daily, weekly, and monthly performance expectations.
• Ability to multitask and manage time effectively in a high-volume support environment.

Success Indicators

• Meets or exceeds service level and AHT targets.
• Achieves consistent quality monitoring scores.
• Demonstrates independent handling of ~80% of client interactions by the end of week 3 (post-training).
• Works collaboratively, asks for help appropriately, and contributes positively to team culture.

Education

High school diploma required- GED acceptable; Bachelor's preferred

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.