Client Support Specialist II

The Client Support Specialist II (Level 2 Associate) serves as the first line of defense in resolving customer issues and addressing inquiries. 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

• Level 2 Associates are expected to have prior education or relevant career experience.

• Focus on applying acquired job skills, company policies, and procedures to complete assigned tasks.

• Utilize a basic skill set and subject matter proficiency to complete work.

• Perform routine tasks with little supervision.