Client Support Specialist II: Escalations & Guidance

MeridianLink, Inc.; Oregon; Hybrid; USD 55,000 - 75,000; Full time

Job summary

MeridianLink, Inc. seeks a Client Support Specialist II to act as the first line of defense in resolving customer issues for MeridianLink mortgage. The role handles incoming client communications, documents interactions in case systems, and provides updates on ongoing resolutions while escalating unresolved items to appropriate departments.

The role emphasizes collaboration, clear communication, and the ability to mentor junior specialists as part of ongoing support delivery improvements.

Qualifications

• Bachelor's degree in a software-related field or equivalent technical experience.
• Strong interpersonal, written, and verbal communication skills.
• Self-motivated and highly organized with strong attention to detail.
• Prior Technical Support and/or Customer Service experience.
• Familiarity with credit application, loan processes a plus.

Responsibilities

• 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.

Skills

Interpersonal communication

Written communication

Verbal communication

Organization

Self-motivation

Education

Bachelor's degree in software-related field

Job description

MeridianLink, Inc. seeks a Client Support Specialist II to act as the first line of defense in resolving customer issues for MeridianLink mortgage. The role handles incoming client communications, documents interactions in case systems, and provides updates on ongoing resolutions while escalating unresolved items to appropriate departments.

The role emphasizes collaboration, clear communication, and the ability to mentor junior specialists as part of ongoing support delivery improvements.