Client Delivery and Support Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Develop a comprehensive understanding of the CLARIFIRE® application and the associated client business processes.

• Identify and resolve client support issues, including user access, password resets, data connectivity, training requests, and workflow troubleshooting.

• Analyze root causes using SQL queries, workflow reviews, and compliance with regulatory standards.

• Track and report on service-level agreements (SLAs), open tickets, and delivery statuses.

• Escalate and follow up on technical challenges with the Application Support, Business, and Development teams.

• Document and monitor all client requests, recognize trends, and propose system enhancements.

• Keep the CLARIFIRE ticketing system updated with current information.

• Work collaboratively with subject matter experts and senior team members to refresh user support, training, policy, procedure, workflow, release, and other documentation.

• Facilitate standard internal and external training sessions for the CLARIFIRE application.

• Oversee the CLARIFIRE User Audit process in collaboration with the Risk and Compliance team.

• Support the Quality Assurance team with client requirement testing.

• Comprehend client business needs and deliver timely, accurate, and professional solutions.

⛳️ Requirements

• Bachelor’s Degree or a suitable combination of education and experience.

• At least 2 years of experience in a Support, Client Success, or Customer Satisfaction role within a technology-focused environment.

• Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

• Basic knowledge of SQL is preferred.

• Familiarity with workflow and process automation tools is advantageous.

• Knowledge of Mortgage Servicing is preferable.

• Self-motivated and eager to learn new applications, with a strong dedication to continuous professional growth.

• Capable of managing multiple tasks and deadlines in high-pressure situations.

• Skilled in prioritizing and working independently to meet objectives.

• Adept at gathering and clarifying incomplete or ambiguous information from stakeholders.

• Outstanding written and verbal communication skills, with the ability to build trust with both internal teams and external clients.

• Strong working knowledge of project and business analysis principles.

• Demonstrated experience in scoping, planning, and managing tasks efficiently.

🏝️ Benefits

• Full-time employment.

• Fully remote work.