Client Success Support Specialist
Irvine, CA

Job Description

JOB SUMMARY:

The Client Success Support Specialist is part of Impac's Wholesale team, and is a customer service oriented position with the main focus being to assist brokers with initial submission and customer service questions.

ESSENTIAL RESPONSIBILITIES:

* Create an exceptional customer service experience for all clients
* Provide friendly and timely support to customers via phone, email and/or chat
* Be a subject matter expert on all IMPAC products and procedures
* Gain a thorough understanding of individual client's wants and needs, to foster clean transactions from submission to funding
* Educate clients on expectations, best practices and workflow
* Gather feedback from clients on IMPAC strengths, challenges and opportunities and share with departments as needed
* Understand user problems with all client facing technology and work with IT as needed iterations are deployed to ensure success
* Build and maintain strong, trusted working relationships with key decision makers at IMPAC
* Provide feedback and specific recommendations to management on how to improve IMPAC service, products and technology

EXPERIENCE REQUIREMENTS:

* 2-3 years' recent experience in a customer-facing capacity
* Mortgage knowledge from loan submission to funding
* Non-QM Underwriting and pricing knowledge a plus
* High proficiency in Outlook, Word, Excel, etc.
* Strong customer service and communication skills (via phone & email)
* Extremely dependable, punctual, along with ability to manage time
* Moderate level of comfort and familiarity with using Technology (iPhone, Android and Desktop)
* Attention to detail, self-starter and ability to think outside the box
* Ability to multi-task and switch into different modes during the workday/week
* Willingness to hustle, roll up sleeves, and get in the weeds with our clients
* Project management experience
* Self-starter

EDUCATION AND CERTIFICATION REQUIREMENTS:

* GED or high school diploma required