What are the responsibilities and job description for the Product Support Team Lead position at A Plus Credit Info?
As a Product Support Specialist in the Credit Reporting industry, you will be the frontline expert helping clients navigate technical and product-related challenges with consumer credit reporting tools and Loan Origination System (LOS) integrations. You will support mortgage lenders, brokers, and financial institutions by delivering exceptional service, resolving issues efficiently, and acting as a liaison between internal teams and customers.
Key Responsibilities:
Technical Troubleshooting & Problem Resolution:
- Diagnose and resolve technical issues related to credit report delivery, file reissues, supplement requests, credit rescoring, and soft/hard pulls.
- Troubleshoot LOS integration issues (e.g., Encompass, Calyx Point, Byte, LendingPad).
- Identify root causes of errors in credit report data or product functionality and implement immediate solutions or escalate to Operations or MCL (Mortgage Credit Link) Support as necessary.
Customer Communication & Relationship Building:
- Provide support across phone, email, and secure messaging platforms.
- Deliver clear, professional guidance to mortgage clients on report usage, compliance interpretation (e.g., FCRA, ECOA), and technical setup.
- Build trust and rapport with loan officers, processors, and administrators, ensuring a high level of customer satisfaction and retention.
Product & Industry Knowledge:
- Develop expertise in CRA-specific products, such as tri-merge credit reports, score disclosures, credit supplements, prequalification tools, and verification services.
- Stay current on industry regulations, score models (FICO, VantageScore), and compliance standards.
- Learn and train on top LOS platforms and how they interface with CRA technology.
- Conduct onboarding and product training for new client accounts, including guidance on credit pull logic, report interpretation, and best practices.
Feedback, Reporting & Collaboration:
- Gather and analyze client feedback to inform internal teams about trends and product improvement opportunities.
- Collaborate with the product and development teams to improve workflows, address bugs, and suggest UI/UX enhancements.
Documentation & Internal Support Resources:
- Develop and maintain accurate, user-friendly guides, FAQs, and training documents for clients and internal staff.
- Contribute to knowledge base systems ensuring documentation remains current and reflects updates in policy, tools, and integrations.
Skills & Qualifications:Technical & Industry Knowledge:
- Solid understanding of the mortgage lending process and CRA products.
- Familiarity with credit report data, scoring models, credit rescoring, and common CRA tools (e.g., MCL, SettlementOne, MeridianLink).
- Comfortable using Microsoft Suite, CRM platforms, and basic troubleshooting utilities.
Customer Service & Communication:
- Excellent verbal and written communication skills tailored to technical and non-technical audiences.
- Demonstrated empathy, patience, and professionalism in handling customer concerns.
- Proven ability to manage client expectations and de-escalate complex service issues.
Problem Solving & Organization:
- Strong critical thinking and root-cause analysis skills.
- Capable of multitasking, managing a queue, and following through on open issues.
- Highly organized, with strong time management and prioritization abilities.
Additional Qualifications:
- Ability to learn new software quickly and adapt in a fast-paced, compliance-driven environment.
Job Type: Full-time
Pay: $36,000.00 - $45,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Ability to Commute:
- Kansas City, MO 64153 (Preferred)
Ability to Relocate:
- Kansas City, MO 64153: Relocate before starting work (Preferred)
Work Location: Hybrid remote in Kansas City, MO 64153
Salary : $36,000 - $45,000