Customer Support Representative

Location: Onsite - Irving, TX, 75038

Contract Duration: 4 Months

Job Overview: Client Support Agent

Client Support Agents are the frontline voice of Informative Research, 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.

Desired Skills:

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.