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Customer Support Specialist

Remote

Why you'll LOVE Sagent:

 

You could work anywhere. We know you are talented and looking for something inspiring and impactful. A place where you will make a difference and have a great time doing it!

 

By choosing Sagent, you can be part of our mission to make loans and homeownership simpler and safer for all consumers.

 

Sagent powers servicers and consumers. You power Sagent!

 

About the Opportunity: As a Tier 1 Customer Support Specialist, you will be Sagent's first point of contact tasked with providing a professional client experience. Service team members are committed to providing exceptional and personalized customer service for our FinTech software servicing solutions, as they troubleshoot and resolve customer issues. This is an excellent opportunity for those that thrive in a fast-paced environment, are passionate about customer service, and are looking to grow within our organization, both technically and professionally. 

Your Day-to-Day at Sagent:

  • Maintain responsibility as the primary point of contact with customers, to facilitate research and resolution for customer cases.  Partner with other members of the Customer Success organization across multiple time zones to continuously improve our customer experience. As such, be accountable and responsible for coordinating / directing / driving delivery activities across Sagent to maximize customer satisfaction and adoption. 
  • Follow established processes to ensure that critical benchmarks are met on a daily basis. 
  • Provide business and technical support to triage, analyze, troubleshoot and resolve customer support requests related to functions, capabilities, and usage of all Sagent products.  Coordinate activities with other groups to support customer business  need. 
  • Execute replication and testing efforts, partnering with Customer Support Tier 2 team to understand customer need.  
  • Escalate cases, as necessary. Be prepared to effectively interact and communicate with others in the Sagent organization regarding the nature of the client’s issue/problem and translate technical-speak to business users. Propose fully tested solutions for customers to address their cases and enhance system productivity.  
  • Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers' challenges. Serve as an internal resource for all departments and help them be successful.
  • Assist when needed to resolve urgent production issues.  
  • Monitor open cases to ensure resolution per the established team goals.
  • Maintain accurate and thorough records in the Sagent case management system.
  • Be responsible for ensuring that customer data is handled securely. 

We'd love to hear from you if you have:

  • 1-3 years of mortgage servicing experience.  
  • Experience with Investor Reporting, Cash Accounting and General Ledger is a plus.  
  • Excellent communication and people skills (both written and verbal)
  • Excellent attention to detail and quality with ability to successfully self-manage multiple tasks.
  • Flexible and curious approach to learning a broad range of topics outside of comfort zone – this should be something you look forward to (not something you tolerate)
  • Familiarity with case tracking and incident management software

 

 

Perks!

As a Sagent Associate, you will be eligible to participate in our benefit programs beginning on Day #1!  We offer a comprehensive package including Remote/Hybrid workplace options, Health Benefits, Unlimited Flexible Time Off, Family Planning Services, Tuition Reimbursement, Paid Family Leave, 401(k) Matching, Pet Insurance, LinkedIn Learning, Virtual Social Experiences, Career Pathing, Focus Time Fridays and much, much more!

 

Why Sagent?

Sagent is transforming the mortgage servicing industry by bringing the modern experience customers now expect from loan originations to loan servicing. Our platform lets customers manage their home-owing lives from anywhere while giving servicers lower costs, scale compliance and higher servicing values through full market cycles.

 

Sagent is a joint venture that combines Fiserv Inc.'s decades of market-leading fintech expertise with Warburg Pincus' skill in growing technology companies. We hire innovators and doers to disrupt the last and most complex frontier of lending and housing. We're growing fast and need you to help shape our future.

 

Sagent is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. 

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