Job Description
Factual Data® is a U.S. based credit reporting agency that offers a wide range of consumer credit and verification services vital to the mortgage lending community. Mortgage lenders across the nation rely on Factual Data for consumer credit reports that are an instrumental component of the underwriting process for buying and refinancing homes. At Factual Data, we are proud of our commitment to innovative technology, quality products, and outstanding customer service. Our success stems from a culture of supporting, motivating and challenging one another to continuously improve – paired with an emphasis on continued training and professional development. If you want to have your ideas and voice make an impact, and collaborate with a great group of passionate, dedicated, and fun people, we encourage you to apply today. www.factualdata.com TITLE: Concierge Specialist REPORTS TO: SVP Process Improvement STATUS: Salaried LOCATION: Remote SCHEDULE: Monday – Friday, 8:00 AM – 5:00 PM PAY: $87,000-$89,000/yr JOB SUMMARY : The Concierge Specialist serves as the primary liaison for new prospects and existing clients, ensuring a smooth and positive experience throughout onboarding, product adoption, and account expansion. This role partners closely with clients and internal teams to coordinate new account setups, product activations, and ongoing support, delivering an efficient and engaging introduction to the Factual Data organization. JOB RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without reasonable accommodation: Act as the main point of contact for new prospects as they transition into Factual Data’s client base. Serve as a key partner to the Account Advisory team, coordinating product activations and onboarding for existing clients. Respond promptly and professionally to client and internal requests to ensure a seamless experience. Plan and lead discovery and workflow calls with clients and internal teams to support successful implementations. Conduct post-launch follow-up meetings within the first 90 days to gather feedback and provide continued support. Collaborate across departments to resolve issues, meet deadlines, and maintain clear communication throughout the process. Think strategically and creatively to troubleshoot challenges and develop effective solutions. Deliver a high level of customer service that reflects Factual Data’s commitment to client success. Encourage client adoption and understanding of Factual Data’s products, tools, and operational processes. Identify opportunities to improve procedures, enhance efficiency, and elevate client experience. Other duties as assigned QUALIFICATIONS : High school diploma or equivalent required; bachelor’s degree preferred. Exceptional verbal and written communication skills. Highly organized with proven skill in prioritizing multiple projects and deadlines. Demonstrates strong problem-solving and analytical thinking. Adept at providing quick, effective solutions in dynamic environments. Self-motivated, adaptable, and eager to learn. Skilled in mastering proprietary and third-party software systems quickly. Experience with or willingness to learn AI tools and emerging technologies. REMOTE WORK REQUIRMENTS: Stable, high-speed internet connection Experience with teleconferencing Access to a quiet workspace Smartphone/mobile device PHYSICAL DEMANDS : While performing the responsibilities of the job, the person in this position will be required to frequently communicate information so others will understand. The person in this position must be able to remain in a stationary position at least 50% of the time and must be able to lift up to 15 pounds at times. The person in this position may need to occasionally move about the inside of an office. The person in this position may need to position self to maintain files in a cabinet and place computers under a desk or in a cabinet. This position requires ability to constantly observe typewritten text on a computer screen. The person in this role is required to operate a laptop and use a telephone regularly. The person in this position may be required to travel throughout the USA by automobile or airplane which may require overnight lodging. WORK ENVIRONMENT : While performing the duties of this job, the person in this role may be in a stationary position in an office setting and may be exposed to quiet to moderate noise level. OTHER DUTIES : This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. This job description is subject to change at any time. Factual Data is committed to equal opportunity employment, and employment decisions are based on merit, qualifications, and abilities. Employment-related decisions are not influenced or affected by an employee’s race, color, gender, age, religion, national origin, disability, citizenship, military status, sexual orientation, genetic information, or any other category protected by federal, state or local law. The Company endorses a work environment free from discrimination and harassment. Benefits We Offer: Factual Data offers comprehensive healthcare benefits to eligible employees including: medical, HSA, prescription, vision, dental. Our benefits also include life insurance, short & long-term disability, Roth and 401K with possible company match and profit sharing, an Employee Assistance Program (EAP), Time Away from Work (TAFW) and paid holidays - plus employee referral bonuses, and role-based professional development opportunities. Factual Data is committed to equal opportunity employment, and employment decisions are based on merit, qualifications, and abilities. Employment-related decisions are not influenced or affected by an employee’s race, color, gender, age, religion, national origin, disability, citizenship, military status, sexual orientation, genetic information, or any other category protected by federal, state or local law. The Company endorses a work environment free from discrimination and harassment. We are committed to providing reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation to complete the application process or perform the essential functions of the position, please let us know. This posting will remain open until filled.