Client Support Specialist II

MeridianLink, Inc.; United States; On-site; USD 40,000 - 65,000; Full time

Job summary

MeridianLink, Inc. is seeking a Client Support Specialist II to join our mortgage solutions team.

You will serve as the first line of defense for customer inquiries, document interactions in our systems, provide timely updates on resolutions, and escalate complex issues to the appropriate departments. Ideal candidates bring a Bachelor’s in a software-related field or equivalent experience, plus strong communication skills and prior technical support or customer service background.

Qualifications

• Bachelor’s degree in software-related field or equivalent technical experience with GPA 3.0+ preferred.
• Strong interpersonal, written, and verbal communication skills.
• Self-motivated, highly organized with strong attention to detail.
• Prior technical support or customer service experience.

Responsibilities

• Coordinate with internal departments to resolve client issues through completion.
• Respond to inquiries and document interactions in case management systems.
• Escalate unresolved issues to appropriate departments.
• Assist in developing support strategies and training while mentoring junior associates.
• Ensure inquiries are followed up and resolved.
• Provide information about products and services and resolve client questions.

Skills

Interpersonal skills

Written communication

Verbal communication

Attention to detail

Self-motivated

Education

Bachelor's in software field

Tools

Case management systems

Job description

The Client Support Specialist II serves as the first line of defense in resolving customer issues and addressing inquiries for MeridianLink mortgage. The role responds to incoming client communications, documents interactions in case management systems, provides updates on ongoing resolutions, and resolves inquiries through established methods. When issues cannot be resolved directly, they are escalated to the appropriate departments.

Expected Duties

• Coordinate with internal departments to resolve client issues and follow through until completion.
• Handle inquiries using judgment and basic decision-making authority to resolve customer concerns.
• Assist in developing support delivery strategies, escalation procedures, and training while mentoring Client Support Specialist I associates.
• Provide information about products and services, answer questions, and resolve client issues.
• Complete activities supporting implementation of procedures.
• Ensure inquiries are properly followed up on and resolved.
• May fill in for a supervisor during staff or customer meetings.

Qualifications / Knowledge, Skills & Abilities

• Bachelor’s degree from an accredited college/university in a software-related field or equivalent technical experience with current major GPA of 3.0 or higher preferred
• Solid interpersonal, written, and verbal communication skills required
• Self-motivated, highly organized individual with strong attention to detail
• Prior Technical Support and/or Customer Service experience required
• Familiarity with credit application, loan, underwriting, and credit scoring processes a plus