Client Support Specialist

Overview

The Client Support Specialist provides frontline support to customers/dealers seeking or managing home improvement loans. This role provides support, information, and solutions professionally and courteously. This role is responsible for handling inbound calls, addressing customer and dealer/contractor inquiries, assisting with application and funding inquiries, document processing, resolving issues, and ensuring an excellent customer experience. This position is 100% remote. This position pay an hourly rate of $25.10 per hour.

Responsibilities

• Answer inbound calls, emails, and chats from customers.
• Make outbound calls, emails, and communicate with customers.
• Identify customer needs and provide appropriate solutions.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and following up to ensure resolution.
• Document all customer interactions accurately in the system of record (PLAT).
• Follow call scripts and guidelines, ensuring compliance with company policies and policies/procedures, state/federal regulations, and privacy laws (e.g., ECOA, FCRA, etc.)
• Meet individual and team performance goals (e.g., call handling time, customer satisfaction scores).
• Coordinates with underwriting, funding, and contractor support teams to resolve complex issues.
• Escalate unresolved issues to appropriate departments or supervisors.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Participate in training and development activities to stay current with company offerings and systems.
• Become a Subject Matter Expert (SME) with products, rates, and promotions, including qualification guidelines.
• Other duties as assigned by leadership.
  
  

Qualifications

• High school diploma or GED required; additional education is a plus.
• 2 years’ experience in a call center or customer service role (financial services preferred).
• Understanding of home improvement lending or consumer finance (a plus).
• Proficient with CRM tools and Microsoft Office.
• Strong verbal and written communication skills.
• Ability to handle high call volumes and multitask effectively.
• Customer-focused mindset with problem-solving abilities.
• Demonstrates resilience and the ability to navigate and overcome challenges in a fast-paced work environment.
  
  

Certifications, Licenses, and/or Registration

N/A

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC

Lakeview Loan Servicing, LLC. is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.