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

Background Check Policy and Procedure

All offers of employment at Clarifire are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary.

Background checks will include:

• Social Security Verification: validates the applicant's Social Security number, date of birth and former addresses.
• Prior Employment Verification: confirms applicant's employment with the listed companies, including dates of employment, position held and additional information available pertaining to performance rating, reason for departure and eligibility for rehire. This verification will be run on the past two employers or the previous five years, whichever comes first.
• Personal and Professional References: calls will be placed to individuals listed as references by the applicant.
• Educational Verification: confirms the applicant's claimed educational institution, including the years attended and the degree/diploma received.
• Criminal History: includes review of criminal convictions and probation. The following factors will be considered for applicants with a criminal history:
• The nature of the crime and its relationship to the position.
• The time since the conviction.
• The number (if more than one) of convictions.
• Whether hiring, transferring or promoting the applicant would pose an unreasonable risk to the business, its employees or its customers and vendors.

The following additional background searches will be required if applicable to the position:

• Credit History: confirms candidate's credit history. This search will be run for positions that involve management of [Company Name] funds and/or handling of cash or credit cards.

Procedure

Final candidates must complete a background check authorization form and return it to Human Resources. At the time an offer of employment is made, and accepted, Clarifire will provide the routine background notice and forms to be completed.

Human Resources will order the background check upon receipt of the signed release form, and an employment screening service will conduct the checks. A designated HR representative will review all results.

The HR representative will notify the hiring manager regarding the results of the check. In instances where negative or incomplete information is obtained, the appropriate executive management contact and the Human Resources Consultant will assess the potential risks and liabilities related to the job's requirements and determine whether the individual should be hired. If a decision not to hire or promote a candidate is made based on the results of a background check, there may be certain additional Fair Credit Reporting Act (FCRA) requirements that will be handled by Human Resources in conjunction with the employment screening service (if applicable).

Background check information will be maintained in a file separate from employees' personnel files for a minimum of five years.

Clarifire reserves the right to modify this policy at any time without notice.