The Client Success Agent is focused on providing exceptional voice support for our clients who are enrolled in our debt settlement program. A typical day consists of making and answering inbound and outbound calls, maintaining account documentation, and a positive rapport with our client base. Our team drives high satisfaction and service by exemplifying our core values to ensure they receive the best possible client experience with National Debt Relief. This position has an expected start date of 10/28/2024. This is a full-time remote role. We are currently hiring for positions in Arizona, Florida, Georgia, Nevada, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, and Utah.
We are seeking individuals who are available for the following 8 hour shift scheduling options. Scheduling decisions are based on business need and will be confirmed prior to hiring.
- Monday – Friday: 8 a.m. – 5 p.m. OR 10 a.m. – 7 p.m. OR 12 p.m. – 9 p.m. (Central Time)
- Tuesday – Saturday: 8 a.m. – 5 p.m. (Central Time)
Responsibilities
- Utilize client relationship management software (Salesforce) to facilitate the process of responding to customer calls and addressing customer concerns
- Resolve client inquiries, complex scenarios and concerns with confidence, relationship building and listening skills
- Support the clients with empathy, understanding, and subject matter knowledge
- Document client discussions clearly and concisely
- Present settlement proposals to clients for approval
- Strong working knowledge of client service processes, using an internal knowledge base, and providing a positive client experience
- Responsible for guiding the client’s discussions with next steps to progress towards their financial goals
- Assist clients that may have creditors seeking legal action; we provide guidance through this process
- If required, escalate and direct clients to managers, team leads, and other departments as needed
Qualifications
- High school diploma/GED required; College degree preferred
- 2+ years of experience working in a relationship-based support role
- 2+ years of Customer Service experience
- Experience within a financial or banking organization preferred
- Excellent interpersonal communication skills, both verbal and written
- Strong critical thinking and problem-solving abilities
- Strong organizational and multi-tasking skills using multiple systems and tools, with an acute attention to detail
- Ability to remain professional, confident and patient when faced with complex problems
- Proficient in Microsoft Excel and Office
Soft Skills Qualifications
Must have the ability to:
- Attain and maintain high performance expectations on a monthly basis
- Work in a fast-paced, high-volume setting
- Clearly explain details about the company’s debt settlement program to current clients
- Recall details of calls with clients and to record those details accurately in Salesforce
- Use and navigate multiple computer systems with exceptional multi-tasking skills
- De-escalate stressful situations
- Support and de-escalate vulnerable and sometimes difficult clients
- Remain calm and professional during difficult discussions
- Take constructive feedback
Compensation Information
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $20/hr + eligible for performance based bonuses.
Benefits
National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee’s success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
- Generous Medical, Dental, and Vision Benefits
- 401(k) with Company Match
- Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
- 12 weeks Paid Parental Leave
- Pre-tax Transit Benefits
- No-Cost Life Insurance Benefits
- Voluntary Benefits Options
- ASPCA Pet Health Insurance Discount