Client Support Specialist

WHO WE ARE:

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!

WHO YOU ARE:

You are a career-minded, driven individual who is looking for a position that challenges you and supports your professional development.

THE BENEFITS WE OFFER:

A friendly, supportive environment which is highly rated by Xactus employees. Feedback from our employees says: “The people I work with treat each other with respect,” “I feel accepted by my coworkers,” and “The person I report to cares about me as a person.”

Xactus offers medical, vision and dental insurances, bonus programs, fitness reimbursement and other healthy life-style programs through our benefits carrier, 401k plan with a company match, short and long-term disability, life insurance, accident and critical illness insurance, health savings account, flexible spending account, employee assistance program, legal services, employee discounts and more.

SUMMARY:

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 FUNCTIONS:
The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• 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 COMPETENTCIES:

• 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