Client Support Analyst

Client Support Analyst

Location: Raleigh, NC

Type: Full-time

Job Summary

The Client Support Analyst serves as the primary point of contact for Agents and Lenders using our Client's new voting platform, addressing inbound phone and email inquiries related to loan and amendment documentation, system functionality, and the platform's voting capture process. This role supports the onboarding and training of new Lenders, provides hands-on assistance with manual vote processing, amendment launches, and platform walkthroughs, and helps drive broader adoption of the platform across the client base. The Analyst also plays a key role in triaging and prioritizing client issues for timely resolution, while contributing to ongoing performance metrics and process improvement initiatives aimed at reducing turnaround times. Success in this role requires strong client-facing communication skills, sound judgment in a fast-paced support environment, and a proactive, detail-oriented approach to problem-solving.

Responsibilities

• Address queries by phone and email from Agents and Lenders about the process and workflow of the Client's new voting service, including loan and amendment documentation, system queries, and the process of the new product's capture
• Assist with developing and adhering to performance metrics, and provide continued recommendations for process improvement to reduce turnaround times for existing processes
• Assist with projects that involve process improvement for the voting platform
• Provide direct client training to drive adoption of the voting platform
• Support onboarding of new Lenders for the voting platform
• Provide ongoing support to new clients with training and manual processing of votes, launching amendments, and walkthroughs of the voting platform
• Triage, categorize, and prioritize client issues to ensure timely routing and resolution

Eligibility Requirements

• 13 years of experience in a client support, operations, or analyst role typically within financial services, loan servicing, syndicated lending, or agent bank operations
• Prior experience with loan or amendment documentation, or exposure to syndicated loan market processes, is a strong plus
• Experience supporting a software platform or client-facing system (helpdesk, CRM, ticketing tools)
• Strong verbal and written communication skills, with the ability to explain technical or process-related concepts clearly to external clients
• Ability to triage, categorize, and prioritize multiple client issues simultaneously in a fast-paced environment
• Experience providing client training or onboarding support, particularly for new systems or platforms
• Analytical mindset with an interest in identifying and recommending process improvements
• Proficiency with Microsoft Office, CRM/ticketing systems, and general comfort learning new platforms quickly
• Bachelor's degree in Business, Finance, or a related field preferred; equivalent work experience may be considered in lieu of a degree

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results. The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.