Client Support Analyst I

NorthmarqMinneapolis, MN, US

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Job Description

At Northmarq, you can be part of something special. Northmarq is a unique capital markets resource for commercial real estate investors, providing our clients access to experts in debt, equity, investment sales, loan servicing, and fund management. We offer you a career path with best-in-class training, and we foster inclusive teams committed to collaboration, mentoring, and growth. At Northmarq, we will help you unlock your potential – whether you are an industry veteran or you're just getting started. Your new career is waiting. Start something special today. Northmarq was voted by Real Estate Forum as one of The Best Places to Work in Commercial Real Estate!

Northmarq is looking for an individual to join its Operations Department as a Client Support Analyst. This is an opportunity for a customer service focused individual who can provide support to our external clients utilizing our Borrower / Lender Gateways as well as our internal clients, addressing internal requests while maintaining data integrity within our Servicing System.

This position offers a flexible work environment and is available for an immediate start.

ESSENTIAL ACCOUNTABILITIES

Setup, maintenance and customer service for our clients (Borrowers and Lenders) through our Client Gateway and Lender Gateway.

Onboarding and setup of new users in Client Gateway and Lender Gateway.

Resolve client issues or concerns quickly and effectively.

Provide live one-on-one software training sessions for clients.

Make recommendations based on client feedback to IT for further development of the Client Gateway and Lender Gateway.

Servicing system support for internal clients, ensuring data integrity and appropriate security.

Onboarding / offboarding of personnel in Servicing System.

Processing Servicing System data update requests.

Follow up with internal Team Members to address requests and help answer customer questions.

Monitor and address emails from group email inboxes.

Contribute knowledge and current use cases to development, testing, and rollout of new and updated systems.

Develop a general understanding of servicing systems to assist with troubleshooting issues, aiding team in process updates, and change management.

Provide guidance and support for internal systems and process experts through system upgrades.

Complete additional projects as assigned while providing premier customer service to external and internal customers.

Plan and schedule workload to meet deadlines.

Maintain procedures, guides, job aid documentation for tasks, responsibilities, and Gateways.

Perform other reasonable tasks / projects as assigned by management, per evolving business needs.

QUALIFICATIONS

Two-year degree, preferably a four-year degree or related experience

1 to 3 years of office experience. At least 1 year of previous telephone customer service experience.

Working knowledge of Microsoft Office software, including Excel and Word.

Able to quickly learn new software and systems, able to provide support to internal and external clients.

Excellent customer service orientation.

Strong verbal and written communication abilities.

Demonstrated ability to work under pressure; plan, set and adhere to time constraints.

Problem-solving skills to reflect level of responsibilities.

Ability to work independently the majority of the time and collaboratively as needed.

Ability to maintain sensitive and confidential information.

Northmarq offers a highly competitive benefits package including : medical, dental, vision, paid time off, 401K match and an annual discretionary contribution based on business performance, paid parental leave and adoption assistance, education assistance, volunteer paid time off, charitable contribution match and so much more!

Minnesota Residents : Northmarq carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The salary range for the Client Support Analyst I position is $60,000.00 annually or [$28.85 per hour] to $70,000.00 annually [or $33.65 per hour]. This range is a good faith estimate and the actual compensation that is offered to a successful candidate will depend on the candidate's skills, qualifications, and experience.

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Client Support Analyst • Minneapolis, MN, US