Client Support Specialist

Client Support Specialist

Xactus (pronounced 'Zac-tus') is the leading verification innovator for the mortgage industry. We have over 6,500 clients ranging from the largest bank and non-bank mortgage originators to credit unions and mortgage brokers. Xactus works closely with our clients to digitally integrate a 360 approach to verification across their workflows. As a result, lenders can easily access the technology necessary to meet consumer demands for a modern mortgage experience with industry-leading speed, reliability, and accuracy while also closing more loans more quickly with greater profitability.

Xactus is proud to provide a friendly work environment that is primarily remote. Our workforce provides many opportunities for you to enhance your skills with our top-notch financial leadership team who prioritizes building talent. If you are curious and searching for a change that will be fun and rewarding, please reach out to us! We would love to have you on our team!

As a Client Support Specialist, you will play a crucial role in ensuring that Tenant ReportX prospective client applications are reviewed, processed and onboarded and are successfully activated and integrated into our services. You will be responsible for facilitating the clear understanding of Tenant ReportX products and services while addressing any concerns, and ensuring they have a seamless start with our platform. Your role will involve effective communication and implementation of the value and benefits of our services, providing excellent support to new clients, and ensuring their complete satisfaction.

The hours for this position are M-F: 10:30AM EST - 7PM EST

Essential duties and responsibilities include:

• Manage the activation process for newly onboarded clients, ensuring they start processing smoothly and efficiently.
• Guide clients through the setup and transition process, addressing any technical or procedural questions.
• Assist applicants in processing applications and required documentation used to qualify eligibility of access to Tenant ReportX background screening information, providing guidance and support throughout the process.
• Ensure that all necessary documentation and information is accurately completed and submitted.
• Collaborate with internal teams to escalate and resolve more complex issues.
• Utilize various tools and resources to gather information and verify the accuracy of provided details.
• Conduct demonstrations on how to use Tenant ReportX products and services and follow up calls to assess client satisfaction after activation
• Verify the authenticity of identification documents, ensuring compliance with legal and regulatory requirements.
• Maintain accurate and organized records of background check results and related documentation.
• Ensure compliance with privacy laws and regulations regarding the handling and storage of sensitive applicant information.
• Gather feedback from clients to identify areas for improvement and ensure continuous enhancement of the activation process.
• Provide front-line support to our clients via phone, email, and chat, with the aim of first-contact resolution.
• Perform audits, reporting, and special projects as requested.
• Perform comprehensive background checks on tenant applicants, including employment history, criminal history, civil filings, vehicle records, and other references, as available.
• Stay updated on changes in background screening regulations and industry best practices.
• Apply knowledge of the Fair Credit Reporting Act (FCRA) to ensure compliance with legal requirements and industry standards.

Qualifications:

• Advanced degree from an accredited university; and/or
• Three years in background screening experience demonstrating a sold grasp of screening procedures or related area is desired.

Skills and competencies:

• Familiar with variety of field's concepts, practices, and procedures.
• Strong familiarity with computer applications and software systems.
• Analytical ability to develop reports and supporting documentation.
• Excellent verbal and written communication skills.
• Ability to read, analyze, and interpret common documents related to the position.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Working conditions:

• Traditional office environment with low-to-moderate office noise (computers, phones and business conversations). The position may be remote from main offices.
• May require occasional travel
• May require flexibility in hours

Physical demands:

• Lifting/carrying up to 10 lbs.
• Manual dexterity for computer work
• Speaking, hearing and vision are required to perform essential functions.

Additional information regarding employment with Xactus:

If applying for a position at Xactus, candidates must be a resident of the United States, and should be authorized and eligible for employment in the United States. Xactus does not provide visa sponsorship at this time.

If hired to work at Xactus, employment is contingent upon successful completion of required background checks (including but not limited to federal and state criminal history checks, employment history verification, education verification, credit history check) and pre-employment drug screening.

No agency submissions, please. We do not accept unsolicited resumes from third-party recruiters.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.