Client Services Specialist

About the Role

We are seeking a detail‑oriented and service‑focused Client Services Specialist (Recourse Focus) to serve as a key liaison between our organization and our client partners. In this role, you will support service delivery within established SLAs, manage communication between internal and external stakeholders, and oversee critical recourse processes. This position requires strong analytical thinking, excellent communication, and a commitment to accuracy and timeliness.

Key Responsibilities

Client Liaison & Communication

• Proactively manage communication between internal teams, outsourced operations, agencies, and clients.
• Maintain strong knowledge of contractual obligations/SLAs and ensure all outputs align to client expectations.
• Work with Legal and Compliance on documentation needs for disputes, complaints, and legal matters.
• Communicate processing delays or backlogs and manage stakeholder expectations effectively.
• Manage shared mailboxes (Client Liaison & Outsourced Operations).
• Conduct periodic analysis and reporting on client relationship metrics.

Recourse Process Management

• Maintain recourse contract obligations and schedules.
• Oversee core recourse processes, including: client requested buybacks, account put backs, client account balance adjustments, Fraud claims, and direct payments
• Coordinate approvals, rebuttals, and denials for recalled accounts.
• Review and distribute invoices and follow up as needed.
• Conduct internal auditing of recourse functions.

Compliance & Audit Support

• Support preparation for seller audits; assist in achieving successful compliance assessments.
• Prepare client‑required contract reporting.
• Ensure adherence to compliance standards, seller contract terms, and audit expectations.

Cross‑Training & Projects

• Cross‑train team members and act as backup for key functions.
• Support other projects assigned by leadership to meet evolving business needs.

Must‑Have Skills & Qualifications

• Strong verbal and written communication skills
• Analytical thinking and excellent attention to detail
• Proficiency in Microsoft Word, Excel, Outlook; PowerPoint
• Effective organization and time‑management skills
• Data and reporting literacy
• Team‑oriented with the ability to work independently
• Customer service experience preferred

Preferred Experience

• Experience in client services, account coordination, compliance support, or similar roles.
• Familiarity with recourse, buyback/putback processes, or agency/collections operations.
• Experience working with cross‑functional teams (Legal, Compliance, Operations, Finance, IT).

Work Environment

• Hybrid schedule based in Draper, UT
• Collaborative, process‑focused team environment
• Requires adherence to organizational health and safety procedures, including timely reporting of hazards or incidents.

Why You’ll Love This Role

• High‑visibility position supporting client relationships and operational performance
• Opportunity to build deep expertise in recourse processes and compliance
• A team that values accuracy, communication, and continuous improvement
• Fast‑paced, professional environment with room to grow

Why chose us?

• No weekends ever – real work-life balance
• Medical, Dental, Vision (eligible shortly after hire)
• 401(k), PTO & 9 Paid Holidays
• FREE daily breakfast + fresh fruit
• Vasa gym membership at a discount