Client Delivery AND SUPPORT SPECIALIST
Overview
The Client Delivery and Support Specialist collaborates with the Client Delivery Manager (CDM) to ensure the successful delivery and completion of the CLARIFIRE® application that supports our client's needs.
The Client Delivery and Support Specialist works to understand the needs of the Client's business and to assist with providing CLARIFIRE application solutions in a prompt, accurate, and professional manner.
With a commitment to continued improvement, team members utilize education, experience, resources, and communication as vehicles to achieve brighter automation solutions for our clients in a manner that further facilitates the organizational objectives of Clarifire.
Primary Responsibilities :
- Acquire a complete and comprehensive technical and business understanding of the CLARIFIRE® This includes specific business processes relevant to how our clients leverage and utilize the application.
- Provide troubleshooting and research of requests for clients. This involves reviewing and investigating root cause / resolutions, SQL query generation and result analysis, reviewing workflow diagrams, as well as evaluation against industry regulations.
Example submissions might include user access, password resets, data connectivity / web services, latency, training / guidance, business inquiries and process workflow analysis.
Monitor the delivery status of current commitments to the client(s), such as service-level agreement (SLA) performance, reporting requirements, status updates, and issue resolution.
Communicate resolution to clients and ensure client satisfaction.
- Work with the Application Support, Business, and Development teams to triage requests that require escalation and follow-through to resolution and implementation.
- Monitor and assess incoming requests, document, and track all requests including trends. Provide request solution or enhancement recommendation, as appropriate, based on technical comprehensive knowledge of the CLARIFIRE application.
- Take ownership in managing the CLARIFIRE ticketing system and maintain current updates on tickets.
- Working with SME and Senior team members to regularly review, create, update documentation to support use of the application, training, policy / procedures, workflow, releases, client overviews, and other documentation as required.
- Provide standard training and support for the CLARIFIRE application to both internal and external clients.
- Manage the CLARIFIRE User Audit process in collaboration with the Risk and Compliance team.
- Assist Quality Assurance team with client requirement testing.
Qualifications
- Self-motivated with initiative to learn new applications and seek continued professional growth.
- Ability to multi-task and work under the pressure of strict deadlines and time constraints.
- Ability to establish priorities and work independently, when necessary, to achieve objectives.
- Aptitude to elicit information from others when details are insufficient or unclear.
- Strong written and verbal communication skills with the ability to instill confidence with internal stakeholders and external clients.
- Working knowledge of project and business analysis principles with a proven ability to analyze issues to determine and communicate source and resolution.
- Proven skills and ability in scoping, planning, executing, and controlling project work.
- Excellent command of Microsoft Office Suite products.
Requirements :
- Bachelor's Degree or equivalent combination of education and experience.
- Minimum of 2 yrs. working in a Client / Customer Satisfaction Support environment.
- Basic understanding of SQL preferred.
- Experience with workflow and process automation a plus.
- Mortgage Servicing knowledge desirable.
Clarifire is an Equal Opportunity Employer