Ministry Brands

Senior Client Support Specialist, Protection

US-Tampa, FL, USA · Senior

Sponsorship not specifiedDetected 70 days ago

ComplianceHubSpotSalesforceCRMPerformance ManagementCustomer SupportZendeskLeadershipCommunicationMentoring

About the role

The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.
Working Location: This is a hybrid role based out of our Tampa, FL office.
In this role, you will work from home 2 days per week and in the office location 3 days per week.

Responsibilities

You will be a player-coach: setting the tone for service excellence, owning the most complex and sensitive client escalations, and partnering with leadership to develop a team that delivers fast, accurate, and compassionate support.
You will partner closely with Operations, Compliance, and Product to continuously improve the volunteer screening client experience.
provide hands-on support during peak times as needed.
Own Escalations: Serve as the primary escalation point for complex client issues, including dispute resolution, adverse action inquiries, account configuration, and order or turnaround time concerns.
Develop Team Capability: Coach, mentor, and develop team members through structured training, side-by-side call coaching, and case reviews
Support Talent Management: Partner with the Client Support Manager on hiring, onboarding, training, and ongoing performance management initiatives.
Drive Knowledge Management: Create, maintain, and continuously improve knowledge base content, internal playbooks, and templates to enhance consistency and reduce time-to-resolution.
Identify and Resolve Root Causes: Analyze recurring client pain points and collaborate with Operations, Compliance, and Product teams to implement sustainable, systemic solutions.
Act as Subject-Matter Expert: Maintain deep expertise in screening packages, client use cases, and associated workflows to support both team members and clients effectively.
Manage Client Communications: Proactively communicate with clients during incidents, vendor outages, or data delays

Requirements

Ability to work in a general office environment
Ability to handle extended periods of computer-based work, including telephone
Domestic travel required, estimated up to 5%

Nice to have

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

Benefits

Associates in this role may receive bonus payments each quarter in which the Protection division achieves its financial targets.
Bonus amounts and eligibility are determined at the company's discretion based on overall business and individual performance.
Lead Daily Support Operations: 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
High school diploma or equivalent required, or an equivalent combination of education and experience

Company info

Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement - advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.
As a part of Ministry Brands, we are a fast growing, globally recognized background screening company accredited by the Professional Background Screening Association (PBSA) with locations in Tulsa, Oklahoma and Tampa, Florida. Our mission is to be the trusted voice in background screening by providing a unique experience that conveys our visionary leadership, passion for service and commitment to excellence. Come be a part of a rapidly expanding organization that fosters employee engagement, as well as personal and professional growth!
Working Location: This is a hybrid role based out of our Tampa, FL office. In this role, you will work from home 2 days per week and in the office location 3 days per week.
Quarterly Incentive Program: This position is eligible to participate in our quarterly incentive program. Associates in this role may receive bonus payments each quarter in which the Protection division achieves its financial targets. Bonus amounts and eligibility are determined at the company's discretion based on overall business and individual performance.
Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations.
We serve more than 95,000 customers as a trusted partner in digital transformation and enablement - advancing missions, driving efficiencies, and building engaged communities for more than four decades.
As a part of Ministry Brands, we are a fast growing, globally recognized background screening company accredited by the Professional Background Screening Association (PBSA) with locations in Tulsa, Oklahoma and Tampa, Florida.
Our mission is to be the trusted voice in background screening by providing a unique experience that conveys our visionary leadership, passion for service and commitment to excellence.
Come be a part of a rapidly expanding organization that fosters employee engagement, as well as personal and professional growth!
Quarterly Incentive Program: This position is eligible to participate in our quarterly incentive program.

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