Client Support Specialist, MERS

Job Purpose

The Help Desk Agent is responsible for answering all Member and non-Member inquiries received via phone, email, or fax. Help Desk Agents will have working knowledge of all MERS Systems and have an understanding of mortgage/legal related terminology as well as mortgage/legal documents. Help Desk Agents must be able to work in a fast-paced environment and have strong communication and problem-solving skills.

Hours: Must be able to work the hours of 10:00 am to 6:00 pm MST

Responsibilities

• Answer Member and non-Member inquiries via phone, email, and fax
• Ability to work in all MERS Systems and databases.
• Track all inquiries in ticketing database
• Maintain production requirements as defined in the client's Service Level Agreement
• Maintain and follow all Standard Operating Procedures
• Identify and escalate situations requiring urgent attention
• Must stay current with all system information, changes and updates regarding Member information or MERS operations.

Knowledge and Experience

• 2+ years of Service Desk or Technical Help Desk experience, preferred
• Mortgage/Legal Industry knowledge, preferred
• Some college, preferred
• Experience in a corporate environment
• Strong communication skills (written and oral)
• Ability to multi-task
• Ability to work in a fast-paced environment
• Strong Computer/Technical Skills preferred
• Related experience in customer service environment
• Analytical with good problem-solving skills
• Attention to detail
• Flexible
• Punctual
• Reliable and able to meet deadlines within Service Levels
• Strong organizational skills
• Must be able to work in a team environment and maintain a positive attitude
• Ability to mentor and train others

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