Client Success Agent

Overview

The Client Success Agent is focused on providing exceptional voice support in an unscripted environment for our clients who are enrolled in our debt settlement program. A typical day consists of making and answering inbound and outbound calls discussing complex financial situations while maintaining accurate account documentation and building 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 6/23/2025. This is a full-time remote role. We are currently hiring for positions in AZ, FL, GA, NV, OK, PA, SC, TN, TX, and UT.

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.

• Tuesday - Saturday from 6 a.m. - 3 p.m. Pacific Time
• Monday - Friday from 10 a.m. - 7 p.m. Pacific 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 program concerns in high stress environments with empathy, confidence, subject matter knowledge, and relationship building skills to deliver a positive, solution-focused experience
• Document client discussions clearly and concisely
• Present settlement proposals to clients for approval
• Responsible for guiding the client’s discussions with next steps to progress towards their financial goals
• Escalate and direct clients to leadership and other departments as needed
• Assist clients that may have creditors seeking legal action, providing guidance through the process

Qualifications

• High school diploma/GED required; Bachelor's degree preferred 
• 2 years’ customer service or relationship-based support role experience required
• Financial or banking organization experience preferred
• Support and de-escalate vulnerable clients under stress using empathy and active listening skills
• Strong working knowledge of client service processes, using an internal knowledge base, and providing a positive client experience
• Exceptional attention to detail and strong organizational skills, with the ability to navigate multiple systems simultaneously while maintaining accurate, transparent, and solution-focused communication with clients
• Strong critical thinking and problem-solving abilities
• Ability to remain professional, confident, and patient when faced with complex problems
• Proficient in Microsoft Excel and Office

Soft Skills Qualifications Include 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

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer
• Prioritize multiple tasks and projects simultaneously
• Exceptional written and verbal communication skills
• Punctuality expected, ready to report to work on a consistent basis
• Attain and maintain high performance expectations on a monthly basis
• Work in a fast-paced, high-volume setting
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• Remain calm and professional during difficult discussions
• Take constructive feedback
• Available for full-time position, overtime eligible if classified non-exempt

Compensation Information

About National Debt Relief

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

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
• Access to your earned wages at any time before payday

National Debt Relief is a certified Great Place to Work®!

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

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