Client Service Support Consultant

We are seeking a highly organized and detail-oriented Client Services Support Consultant to provide comprehensive support to our Client Services team. The successful candidate will play a crucial role in managing FICO special use and pricing requests. In addition, the candidate will be responsible for the review of client Prescreen Mailpieces, client Prequalification and Preapproval consumer-facing materials as well client Debt Settlement services. This position involves direct interaction with FICO as well as Equifax sales, product managers, and fulfillment managers to handle complex client requests and to accurately perform key administrative tasks in a timely manner.

What you’ll do

• Legal & Specialized Support: Act as the single point of contact for all special FICO requests and management of the legal letters. Review customer legal requirements outlined in procedure documents for regulated products.

• Cross-Functional Support: Provide integral support to external (e.g. clients; FICO) and internal (e.g. Equifax sales representatives, product managers, and fulfillment managers) stakeholders. Act as a central point of contact for inquiries regarding FICO use, pricing and royalty requests. 

• Reporting & Administration: Manage and consolidate reports and tracking spreadsheets. Perform FICO contract entry and database management. Ensure timely response and execution of requests and manage royalty reporting for offline projects.

• Marketing Document Review: Evaluate and assess clients’ on-line, email, postal service, telemarketing and in-person solicitations and product offerings as they pertain to our Prescreen, Prequalification and Preapproval solutions. Compare client provided solicitation materials to specific internal guidance documents; Confirm that documents adhere to FCRA compliance and Equifax policies. 

• Monitoring of Electronic Mailbox: Conduct daily checks of multiple Client Services Mailboxes. Manage new as well as on-going requests. Craft feedback and responses to email requests and reply to communications in a timely manner.

What experience you need

• Bachelor’s degree in Business Administration, Organizational Management, or a related field.

• 3+ years of experience in sales support, client services, or a compliance-driven operational role, ideally within financial services.

• Working knowledge of the Google / Microsoft Office suite.

• Solid understanding of the Fair Credit Reporting Act (FCRA) or similar regulatory frameworks as they apply to marketing and consumer solicitations.

• Proven track record of applying detailed, rule-based processes to audit client materials (e.g., Prescreen/Prequalification) with high consistency.

• Experience acting as a liaison between multiple internal departments (Sales, Product, Legal) and external partners (FICO) to facilitate requests.

• Strong ability to manage high-volume intake (mailboxes/task queues) while prioritizing urgent requests to meet established Service Level Agreements. 

• Professional written and verbal skills to deliver clear, concise feedback to clients regarding compliance or pricing adjustments. 

• A customer-service-oriented mindset with a strong desire to delight both internal and external clients.

• English proficiency B2+

• Flexibility to work overtime and be on-call as required by the business, particularly during critical periods such as project deadlines, month-end, and quarterly closings.

Internal Candidates:

• Must have a minimum of one year of tenure in their current position.

• No active disciplinary actions within the last three months prior to and during the recruitment process.

• Must not be on a Performance Improvement Plan (PIP).

What could set you apart

• Process Innovation (Invent & Simplify): A proven track record of identifying redundant or highly transactional tasks and re-inventing workflows to streamline operations. You should be able to demonstrate how you’ve simplified a process to reduce manual effort or "noise" for the team.

• Process Documentation & Governance: Experience creating, maintaining, and auditing Standard Operating Procedures (SOPs) to ensure team consistency and ease of onboarding for new members.

• Financial Services & Regulatory Expertise: Specific experience within the credit reporting, mortgage, or debt settlement industries, with a working knowledge of how data flows between bureaus and third-party scorers like FICO.