Customer Support Specialist

Maintain and expand client relationships across the country by providing ongoing support for web-based products. Develop an intimate understanding of client needs to anticipate concerns and offer solutions while resolving all phone and email inquiries regarding products and services. Assist property managers, real estate agents, title/escrow agents, mortgage processors, prospective buyers, and homeowners with product selection on web-based ordering systems. Ensure timely delivery of products based on state regulatory requirements for residential loan closing transactions. Act as a liaison to facilitate communication between clients and web-based users, maintaining accurate documentation of inquiries, events, and transactions in the proprietary system. Calculate, validate, and report daily operational performance metrics. Research, define, and submit client change requests to Account Management and Product Development departments, escalating reported issues to management, Helpdesk, and Software as needed. This role supports the residential division, which provides communication solutions in print and digital formats to condominiums, cooperatives, and homeowners associations throughout the United States and Canada.