Senior Client Support Specialist, Protection

Ministry Brands•Tampa, FL

7d•Hybrid

About The Position

Ministry Brands is seeking a Senior Client Support Specialist, Protection to join their team. This role is a hybrid position based out of their Tampa, FL office, requiring 3 days in the office and 2 days remote work per week. The position is eligible for a quarterly incentive program based on the Protection division's financial targets and overall business and individual performance. The Senior Client Support Specialist will act as a team lead for the Client Support team, focusing on supporting background screening clients, which include faith-based organizations, nonprofits, ministries, and for-profit companies. The role involves being a player-coach, handling complex client escalations, and collaborating with leadership to develop a high-performing team. Key partnerships will be with Operations, Compliance, and Product teams to enhance the client experience.

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
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
Ability to work in a general office environment
Ability to handle extended periods of computer-based work, including telephone

Nice To Haves

Passion for background screening, trust & safety, and serving purpose-driven organizations, especially churches, ministries, and nonprofits that rely on volunteers to deliver their mission

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.