Senior Client Support Specialist, Protection

Ministry Brands•Tampa, FL

5d•Hybrid

About The Position

Ministry Brands is looking for a Senior Client Support Specialist, Protection to join our growing team! Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good. As a part of Ministry Brands, we are a fast growing, globally recognized background screening company accredited by the Professional Background Screening Association (PBSA) with locations in Tulsa, Oklahoma and Tampa, Florida. Our mission is to be the trusted voice in background screening by providing a unique experience that conveys our visionary leadership, passion for service and commitment to excellence. Come be a part of a rapidly expanding organization that fosters employee engagement, as well as personal and professional growth! This is a hybrid role based out of our Tampa, FL office. In this role, you will work from home 2 days per week and in the office location 3 days per week.

Requirements

High school diploma or equivalent required, or an equivalent combination of education and experience
2 + years of client support, customer service, or client operations experience in a SaaS, services, or regulated B2B environment
2+ years in a team lead, senior, or supervisory capacity; formally or informally coaching peers, owning escalations, and driving team performance, preferred

Nice To Haves

Passionate about background screening, trust & safety, and serving purpose-driven organizations, especially churches, ministries, and nonprofits that rely on volunteers to deliver their mission
Direct experience supporting background screening, CRA, identity/verification, or volunteer/HR-tech clients, preferred
Working knowledge of FCRA, EEOC guidance, state-level CRA regulations, and consumer dispute / adverse action workflows, preferred
Hands-on experience with CRM/ticketing platforms (e.g., Salesforce Service Cloud, Zendesk, HubSpot Service Hub, Freshdesk) and contact-center telephony, preferred

Responsibilities

Oversee day-to-day workflow for the Client Support team, including queue management, workload prioritization, and ensuring consistent coverage across phone, email, and case channels; provide hands-on support during peak times as needed.
Serve as the primary escalation point for complex client issues, including dispute resolution, adverse action inquiries, account configuration, and order or turnaround time concerns.
Coach, mentor, and develop team members through structured training, side-by-side call coaching, and case reviews; actively monitor internal communication channels (e.g., Teams) to provide real-time guidance.
Partner with the Client Support Manager on hiring, onboarding, training, and ongoing performance management initiatives.
Create, maintain, and continuously improve knowledge base content, internal playbooks, and templates to enhance consistency and reduce time-to-resolution.
Analyze recurring client pain points and collaborate with Operations, Compliance, and Product teams to implement sustainable, systemic solutions.
Champion adherence to FCRA, EEOC, and state CRA requirements; ensure proper handling of consumer disputes, file disclosures, and adverse action processes within mandated timelines.
Maintain deep expertise in screening packages, client use cases, and associated workflows to support both team members and clients effectively.
Proactively communicate with clients during incidents, vendor outages, or data delays; maintain messaging templates and ensure timely, accurate updates.
Contribute to continuous improvement of support tools, ticket taxonomy, routing logic, and reporting within the CRM/ticketing platform.
Conduct regular audits of calls and casework to ensure quality standards are met, and compliance requirements are consistently upheld.