Customer Service Representative

Client Care Representative

Description

The Debt Settlement Client Care Representative will be a friendly, optimistic, and empathetic adviser to clients in our debt settlement program committed to providing an outstanding customer experience. Our representatives should be a master at problem-solving, have a high emotional IQ, and be extremely reliable.

Responsibilities

• Answer inbound calls and emails from clients with questions relating to their enrollment in our debt settlement program
• Perform data entry – Track and update to customer accounts via CRM
• Accurately maintain records by thoroughly updating client account information
• Daily management of the Customer Service Request queue
• Follow up and research all email inquiries
• Follow up, as needed, on pending requests
• Research and resolve customer complaints
• Resolve product or service issues by clarifying the customer’s concern; analyzing the client's needs; determining the root cause of the issue; selecting and explaining the best solution to resolve the client's concern; following up to ensure resolution
• Maintain financial accounts by processing client adjustments as needed
• Contribute to team effort by accomplishing related results as needed

Requirements

• Fluent English speaking & writing
• Fluent in Spanish is a plus
• Must have a basic understanding of consumer debt.
• Debt Settlement or Financial Services Industry experience preferred.
• Preferred 1-2 years of prior experience in a high-volume call center
• Candidates must be optimistic, empathetic and compassionate
• Committed to providing a world-class service experience
• Strong ability to perform basic math
• Proficient in MS Office
• Strong ability to multi-task and solve problems
• Strong ability to asses and de-escalate intense situations
• An enthusiastic and dynamic personality with high motivation
• Strong and clear communication skills
• Excellent attention to detail and follow-up
• Strong problem-solving ability
• Ability to work methodically in a fast-paced, high-energy environment
• Exhibit a high degree of initiative and independence
• Pay close attention to detail and apply policies and procedures
• Ability to type 40+ words per minute with 90% accuracy is a plus

The above-mentioned is intended to be an overview/summary and not an exact list of job duties and requirements.

Schedule:

• 8-hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Location TBD
• Work Location: One location

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