Client Support Specialist

Porch Group • Virginia Beach, VA

142d • $20 - $26

About The Position

The future is bright for the Porch Group, and we’d love you to be a part of it as our Client Relationship Specialist for Rynoh, A Porch Family Company. Rynoh, a Porch Group company is a patented, cloud-based SaaS financial management platform and fraud prevention system that has revolutionized escrow account management practices. Since it was introduced, RynohLive has identified and prevented escrow theft, wire and ACH fraud, stopped employee embezzlements, eliminated check fraud and disbursing errors, and have saved our clients millions of dollars. We are seeking a highly motivated and results-driven Client Relationship Specialist to join our team at Rynoh. As a Client Relationship Specialist, you will own and manage relationships with clients, facilitating seamless communication and collaboration with the clients. Your primary focus will be to ensure client satisfaction, identify new business opportunities, and collaborate with internal teams to deliver exceptional service. The ideal candidate will have a proven ability to build strong relationships, manage projects, and provide consultative insights to improve business processes. This role requires a thorough understanding of the Escrow and Financial services industry, particularly in the Title and Escrow space, and performance reporting software. This position offers a compelling opportunity for an individual with strong interpersonal skills and a passion for fostering long-lasting client relationships.

Requirements

• High school diploma or GED. College degree preferred.
• 3+ years of proven experience in a similar client-facing role.
• 3+ years of experience in the Title and Escrow Insurance Industry.
• Experience working with Microsoft Office.
• Experience with Salesforce.com.
• Strong sense of customer service and attention to detail.
• Good organizational skills with proven flexibility to meet the ever-changing needs of a growing business.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with the ability to think strategically and adapt to change.
• Have an average understanding of computers and software with little to no hesitations on how to fix general computer problems.
• Must be a driven self-starter with a positive mindset and have the proven ability to work with little to no supervision.
• Ability to multi-task, navigate multiple systems at once, and simultaneously maintain a high level of accuracy and customer service.

Responsibilities

• Cultivate and nurture strong client relationships, own and manage conversations with clients.
• Understand the clients’ unique needs and act as the primary point of contact, ensuring clear and effective communication.
• Conduct regular check-ins and anticipate client requirements to ensure client satisfaction and loyalty.
• Identify opportunities for mutual growth and enhanced service delivery through effective communication with a collaborative approach.
• Answer phone calls, voice mails, and emails within expected service levels.
• Analyze and resolve customer inquiries while providing positive customer experience through creative solutions.
• Research and resolve bank account balance discrepancies, positive pay errors, overall bank account issues.
• Work closely with internal teams, including sales, marketing, and product development, to ensure client needs are met.
• Manage and resolve any issues or challenges that arise during the day-to-day processes.
• Evaluate and offer enhancements with existing processes to improve efficiency and effectiveness.
• Investigate a range of issues and requests that require gathering information, setting expectations, and working with other support teams to fulfill the request while delivering expert customer service.
• Effectively manage time and tasks in a remote work environment.
• Collaborate with team members through virtual communication tools.
• Other duties and responsibilities as assigned.

Benefits

• Comprehensive health care benefits including medical, dental and vision programs with HSA and FSA options.
• Company-provided and voluntary life and AD&D insurance and short- and long-term disability insurance.
• 401(k)-retirement savings plan and dependent care flexible spending account (DC FSA) and transportation savings account options.
• Flexible paid vacation, company-paid holidays of typically nine per year, paid sick time, paid parental leave.
• Employee assistance program (EAP), identity theft program, travel assistance, will preparation, and fitness and other discounts programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees