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JOB RESPONSIBILITIES:
- Utilize client relationship management software 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 guideance in debt relief matters
- Document client discussion clearly and concisely
- Contact clients to follow-up on program modifications, their deposit schedule, referral programs, promotions, and canvass for feedback
- Present settlement proposals to clients for approval
- Strong working knowledge of client services process, using an internal knowledge base, and providing an exceptional customer experience
- Responsible for guiding the client's discussions with next steps to progress towards their financial goals
- If required, escalate and direct clients to managers, team leads, and other departments as necessary
QUALIFICATIONS:
- University degree preferred
- 2+ years of experience working in a relationship-based support role
- 2+ years of Customer Service experience
- Bilingual - fluent in Spanish and English required - verbal and written
- Experience within an enviornment of a telephone based business
- 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, Microsoft Office and GoogleWorkspace
- Employee is expected to be punctual and ready to work at the start of the shift
- Employee will be exposed to a fast-paced enrviornment and is expected to be able to adjust accordingly