Client Services Specialist and Office Manager

LoanNEX: LoanNEX is leading the industry in expanded eligibility, pricing, and decisioning tools enabling originators to navigate simple to complex mortgage needs for their borrowers. LoanNEX provides bi-directional tools connecting originators with mortgage investors, and vice versa, streamlining access to find the best answers for borrowers.

Job Purpose: The Client Services Specialist’s primary responsibility is to serve as the first point of contact for all client inquiries, ensuring both Buy-Side and Sell-Side clients can effectively access and use LoanNEX products and services.

The Client Services Specialist’s responsibilities include managing the Product Support Salesforce queue, troubleshooting technical issues, setting up and maintaining user accounts, assisting Buy-Side and Sell-Side clients with general platform support, and handling inbound phone inquiries. Additionally, they provide user training as needed to support Sell-Side engagement.

The Client Services Specialist is a client-facing position and a key communication hub for Clients, Prospects, and internal teams, ensuring inquiries are resolved or directed to the appropriate departments. To be successful in this role, you should be highly organized, proactive, detail-oriented, and possess excellent problem-solving and communication skills.

Job Duties

Client Support & Case Management

• Provide direct Sell-Side support, including but not limited to user setup, account configuration, counterparty relationship setup, and general troubleshooting.
•  Assist Buy-Side clients with user access management and ongoing general platform support.
• Serve as the first point of contact for all client inquiries, ensuring timely and accurate resolution.
• Meet SLAs while managing the Product Support Salesforce queue, ensuring timely and accurate resolution of Client Cases within designated categories. Proactively track and follow through on client issues to ensure they are fully resolved, escalating to Subject Matter Experts (SMEs) or other teams when needed.
• Collect and document client feedback, sharing insights with Product, Sales, and Business teams.
• Drive client satisfaction and retention by providing exceptional support, proactively resolving issues, and preventing churn as a key performance indicator (KPI).
• Track and support goal achievement by actively contributing to individual and company KPIs, ensuring alignment with performance objectives and business growth initiatives.

User Training & Engagement

• Assist with Sell-Side training and engagement initiatives on an as-needed basis.
• Educate clients on LoanNEX platform features, new functionalities, and best practices on an as-needed basis.

Communication & Collaboration

• Manage inbound calls, providing professional support or directing inquiries to the appropriate teams.
• Act as a key communication hub between Clients, Prospects, and internal teams to ensure seamless service.
• Participate in internal meetings related to client support and engagement strategies.
• Coordinate with internal staff to ensure consistent client experience across accounts.

Data Integrity & Industry Awareness

• Maintain client records, ensuring accurate account details and user management in CRM.
• Stay informed on mortgage industry trends and LoanNEX platform updates to provide knowledgeable support.
• Contribute to internal reporting efforts, including weekly, monthly, and quarterly updates, as needed.

Office Management Initiatives

• Provide administrative and office management support to ensure smooth daily operations.
• Manage relationships with vendors and service providers, coordinating office needs as required.
• Welcome and assist visitors, ensuring a professional and organized office environment.
• Coordinate office equipment and supply needs, working with management and IT as necessary.
• Contribute to the development and implementation of office policies, supporting initiatives that enhance operational efficiency.
• Play an active role in planning and executing company events
• Assist with human resource efforts, including new employee setup, orientation, benefits enrollment, and general onboarding support.
• Support accounting and finance tasks, including client invoicing and basic financial administration.

Skills and Qualifications:

• 1-3 years’ experience and a bachelor’s degree in education, business, human resources, information technology, or related field; or equivalent work experience
• 1-3 years’ experience as client support, helpdesk, on-boarding specialist, trainer, or related position
• Excellent organizational and prioritization skills, with the ability to balance multiple Client’s and projects simultaneously
• Exemplary customer services skills for active listening, communication, presentation, project management, patience, empathy and resilience
• Strong project management skills, including status reporting, project documentation, issue resolution, time management, and internal and external communication
• Goal oriented with high standards for quality
• Self-motivated with a high regard for collaboration and a strong team player
• Flexible and able to adapt in a rapidly changing environment
• Excellent written and verbal communication skills with ability to deliver clear, relevant and audience-appropriate information with confidence
• Attention to detail and problem-solving skills
• Ability to maintain confidentiality and handle sensitive information with discretion 
• Consistently demonstrate ability to produce results toward goals and objectives
• Proficiency with Microsoft Word, Excel, PowerPoint
• Familiarity with CRMs or Case or Ticket Management tools such as Salesforce
• Aptitude to learn new software quickly
• Mortgage Industry experience a plus

Benefits:

• Competitive salary
• Health, dental, and vision insurance options
• Retirement savings plan with employer contribution
• Paid time off and holidays
• Professional development opportunities

LoanNEX is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.