Client Experience Specialist – Tier 1

This is a fully remote position, open to applicants in Florida.

📋 Description

• Respond to client inquiries, concerns, and complaints, ensuring timely and satisfactory resolutions.

• Employ active listening techniques and effective questioning to fully understand client requirements.

• Offer expertise in debt management and financial solutions products and services.

• Provide educational resources and referral materials customized to meet client needs.

• Deliver education and financial solutions specifically targeting debt management.

• Manage client retention initiatives and cancellation requests with empathy and a solutions-oriented approach.

• Communicate with clients via phone, email, chat, and text.

• Maintain client accounts, including the addition of creditors to programs and explaining updated payment information.

• Process client payments and address inquiries concerning due dates and account balances.

• Keep accurate customer records, update account information, and implement necessary adjustments.

• Make informed decisions to resolve client-related issues.

• Review resources regularly to remain updated on system and product enhancements.

• Handle sensitive client information with confidentiality and professionalism.

• Undertake additional responsibilities as assigned by management.

⛳️ Requirements

• A minimum of 3 years of experience in customer service.

• Proficient with operating systems, internet browsers, and Microsoft Office Suite.

• Strong verbal and written communication skills along with exceptional phone etiquette.

• Capacity to multitask while maintaining a keen attention to detail.

• Effective interpersonal skills for building rapport with clients and empathetically resolving issues.

• Ability to work effectively both in a team setting and independently.

• Skills in prioritizing, planning, organizing, and following through on tasks.

• Positive attitude and a passion for assisting others, irrespective of individual differences.

• Excellent work ethic with the ability to prioritize responsibilities, ensure follow-through, and maintain good attendance.

• Technical skills, including typing at least 25 words per minute and the ability to learn new software quickly.

• Must have a dedicated home office space equipped with high-speed internet access.

• Flexibility in scheduling, with availability during nights, weekends, and holidays.

• High school diploma or an equivalent combination of education and experience.

• Preferred: 1-2 years of experience in financial services, customer service call center, or similar roles.

• Oral and written fluency in Spanish is a plus.

• Preferred: An associate or bachelor’s degree, or an equivalent combination of education and experience.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Employee wellness programs and resources.