Job description
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 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 updates 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
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
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 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 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 updates 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
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