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.

• 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

Last updated : 2024-08-16