Client Experience Specialist – Tier 1

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

📋 Description

• Address client inquiries, concerns, and complaints, ensuring prompt and satisfactory resolutions.

• Employ active listening techniques and effective discovery questions to identify client needs.

• Provide expert guidance on debt management and financial solutions products and services.

• Offer educational materials and referral resources customized to client requirements.

• Deliver education and financial solutions concentrating on debt management.

• Manage client retention initiatives and cancellation requests with empathy and solution-oriented support.

• Interact with clients through phone, email, chat, and text communications.

• Service client accounts, including adding creditors to programs and explaining updated payment details.

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

• Maintain precise customer records, update account information, and process necessary adjustments.

• Exercise sound judgment to resolve client issues effectively.

• Review resources to remain updated with system and product advancements.

• Handle sensitive client information with confidentiality and professionalism.

• Perform additional duties as assigned by management.

⛳️ Requirements

• Minimum of 3 years of customer service experience.

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

• Strong verbal and written communication abilities with exceptional phone etiquette.

• Capability to multitask while maintaining attention to detail.

• Effective interpersonal skills to establish rapport with clients and resolve issues empathetically.

• Ability to work successfully in both team environments and independently.

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

• Positive attitude and enthusiasm for helping others, regardless of individual differences.

• Strong work ethic with the ability to prioritize tasks, follow through, and maintain good attendance.

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

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

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

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

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

• Oral and written fluency in Spanish is a plus.

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

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development.

• Supportive work environment focused on teamwork and collaboration.