TITLE: Client Relationship Specialist
REPORTS TO: Director of Client Services
STATUS: Salaried
LOCATION: Remote; Chesterfield, MO
SCHEDULE: Monday – Friday, 10:30 AM – 7:00 PM CST
SALARY: $39,000 - $41,000/yr
JOB SUMMARY: In this role you will serve as a representative of the Client Relationship Team. The focus of this position will be to provide outstanding support to our clients with all aspects of our product services, including but not limited to, password resets, general inquires around various services, onboarding and training and special projects. This will be done through multiple channels of communications including email and phone calls.
JOB RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without reasonable accommodation:

• Answering inbound client communications either by telephone or electronically and responding to the inquiries and questions promptly.
• Providing individualized client needs using high-standards at a professional level.
• Taking ownership of complaint and queries and proactively following through to resolution.
• Ensuring that all clients’ queries are well-investigated and resolved.
• Escalating queries when necessary to the appropriate team or supervisor.
• Making decisions and problem solving.
• Constructing presentation material and deliver through webinar.
• Managing the onboarding and training of new accounts.
• Keeping up with current mortgage industry compliance requirements and fraud situations.
• Supporting decisions made by management and positively reinforcing them with fellow team members.
• Maintaining professional strong working relationships with external and internal clients, colleagues, and client relationship management staff.
• Assisting management with any assigned special projects and stretch assignments when required.
• Identifying and escalating consistent or recurring problems with the clients.
• Adhere to and be compliant, as applicable, with GLBA, FCPA, CAN-SPAM, DPPA, RESPA, UDAAP, as well as all other federal, state and local laws, and company policies and procedures.
• Other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent, required.
• 1 year of client facing experience, preferred.
• Friendly, polite and tactful attitude.
• Active learning, active listening, critical thinking.
• Ability to multi-task effectively.
• Critically analyze an issue, request or situation.
• Ability to complete duties in an accurate and timely manner.
• Excellent verbal and written communication skills.
• Desktop computer skills – Internet, Microsoft Outlook, Word Processing, Databases
• Maintain time service standards and accuracy requirements.
• Complete knowledge of all job functions within area of responsibility performing these tasks as required.

REMOTE WORK REQUIRMENTS:

• Stable broadband/high-speed internet connection
• Experience with teleconferencing
• Access to a quiet workspace

PHYSICAL DEMANDS: While performing the responsibilities of the job, the person in this position will be required to frequently communicate information so others will understand. The person in this position must be able to remain in a stationary position at least 50% of the time and must be able to lift up to 15 pounds at times. The person in this position may need to occasionally move about the inside of an office. The person in this position may need to position self to maintain files in a cabinet and place computers under a desk or in a cabinet. This position requires ability to constantly observe typewritten text on a computer screen. The person in this role is required to operate a laptop and use a telephone regularly. The person in this position may be required to travel throughout the USA by automobile or airplane which may require overnight lodging.
WORK ENVIRONMENT: While performing the duties of this job, the person in this role may be in a stationary position in an office setting and may be exposed to quiet to moderate noise level.
OTHER DUTIES: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. This job description is subject to change at any time.
BENEFITS: DataVerify offers comprehensive benefits to eligible employees including: medical, HSA, prescription, vision, dental, life insurance, short & long-term disability, Roth and 401K with possible company match and profit sharing, an Employee Assistance Program (EAP), Time Away from Work (TAFW) and paid holidays - plus employee referral bonuses, and role-based professional development opportunities.
DataVerify is committed to equal opportunity employment, and employment decisions are based on merit, qualifications, and abilities. Employment-related decisions are not influenced or affected by an employee’s race, color, gender, age, religion, national origin, disability, citizenship, military status, sexual orientation, genetic information, or any other category protected by federal, state or local law. The Company endorses a work environment free from discrimination and harassment.