Client Success Agent

$41,600 - $41,600/Yr

National Debt Relief

Full-time - Entry Level

Remote

Professional, Scientific, and Technical Services

About the position

The Client Success Agent at National Debt Relief is responsible for providing exceptional voice support to clients enrolled in the debt settlement program. This role involves making and answering calls, maintaining account documentation, and building positive relationships with clients to ensure high satisfaction and service. The position is fully remote and requires individuals to be available for specific shift schedules based on business needs.

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.

Requirements

• 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.

Nice-to-haves

• Experience in a fast-paced, high-volume setting.
• Ability to de-escalate stressful situations.
• Experience in explaining financial programs to clients.

Benefits

• 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