Client Support Analyst
eClerx
Client Support Analyst
eClerx
Data analytics and BPM outsourcing services
Client Support Analyst
Location: Raleigh, NC
Type: Full-time
Job Summary
The Client Support Analyst serves as the primary point of contact for Agents and Lenders using our Client's new voting platform, addressing inbound phone and email inquiries related to loan and amendment documentation, system functionality, and the platform's voting capture process. This role supports the onboarding and training of new Lenders, provides hands-on assistance with manual vote processing, amendment launches, and platform walkthroughs, and helps drive broader adoption of the platform across the client base. The Analyst also plays a key role in triaging and prioritizing client issues for timely resolution, while contributing to ongoing performance metrics and process improvement initiatives aimed at reducing turnaround times. Success in this role requires strong client-facing communication skills, sound judgment in a fast-paced support environment, and a proactive, detail-oriented approach to problem-solving.
Responsibilities
Address queries by phone and email from Agents and Lenders about the process and workflow of the Client's new voting service, including loan and amendment documentation, system queries, and the process of the new product's capture
Assist with developing and adhering to performance metrics, and provide continued recommendations for process improvement to reduce turnaround times for existing processes
Assist with projects that involve process improvement for the voting platform
Provide direct client training to drive adoption of the voting platform
Support onboarding of new Lenders for the voting platform
Provide ongoing support to new clients with training and manual processing of votes, launching amendments, and walkthroughs of the voting platform
Triage, categorize, and prioritize client issues to ensure timely routing and resolution
Eligibility Requirements
1–3 years of experience in a client support, operations, or analyst role — typically within financial services, loan servicing, syndicated lending, or agent bank operations
Prior experience with loan or amendment documentation, or exposure to syndicated loan market processes, is a strong plus
Experience supporting a software platform or client-facing system (helpdesk, CRM, ticketing tools)
Strong verbal and written communication skills, with the ability to explain technical or process-related concepts clearly to external clients
Ability to triage, categorize, and prioritize multiple client issues simultaneously in a fast-paced environment
Experience providing client training or onboarding support, particularly for new systems or platforms
Analytical mindset with an interest in identifying and recommending process improvements
Proficiency with Microsoft Office, CRM/ticketing systems, and general comfort learning new platforms quickly
Bachelor's degree in Business, Finance, or a related field preferred; equivalent work experience may be considered in lieu of a degree
About eClerx
eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.
The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.
For more information, visit www.eclerx.com
You can also find us on:
https://www.linkedin.com/company/eclerx/
https://www.indeed.com/cmp/Eclerx/about
https://www.glassdoor.com/eClerx
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here
eClerx Services Ltd. provides business process management and data analytics services to clients worldwide, focusing on financial services, telecom, retail, and technology. It helps clients by managing and optimizing data-intensive processes, acting as an extension of their operations through data management, automation, analytics, and consulting. Its offerings cover trade lifecycle management, risk and compliance in financial markets, digital services like content creation and e-commerce analytics, and customer operations optimization. Its differentiator is combining deep domain knowledge with data-driven insights and it pursues growth through strategic acquisitions, such as Personiv, to expand back-office and customer support capabilities, with the goal of helping clients run efficient, data-driven processes while focusing on core business.
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