Customer Service Advocate
4 weeks ago
Responsibilities:
* Respond to inbound calls and emails from clients with questions relating to their enrollment in our debt settlement program
* Perform data entry - Track and update 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 assess and de-escalate intense situations
* An 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
Schedule:
* 8-hour shift
* Monday to Friday
* Weekend availability
Ability to commute/relocate:
* Location Abdali
* Work Location: One location
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