Customer Service Representative

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

📋 Description

• Carry out the intake process for newly enrolled clients by establishing CRM profiles, gathering agreements and necessary documents, uploading files, and arranging welcome calls.

• Perform welcome calls using a provided script to clarify the service, establish expectations, collect client background information, request documents, and take precise notes for the negotiators and legal team.

• Oversee the company inbox, examine incoming lender emails, legal threats, lawsuit documents, and client updates, and direct each item to the appropriate department.

• Generate tasks and alert the relevant team when follow-up is necessary, including legal, negotiator, lawsuit-related, or client service items.

• Respond to inbound calls from clients, prospects, lenders, and other parties, message the internal team when required, schedule callbacks, and appropriately route information.

• Utilize AI tools to refine notes, summarize calls, and draft clear communications for clients.

• Assist with both intake and general customer service responsibilities as needed.

⛳️ Requirements

• Highly Organized: Capable of managing client files, follow-ups, documents, CRM tasks, inbox items, and call notes without overlooking any details.

• Detail-Oriented: Proficient in capturing significant client background information, such as financial hardship, business context, debt situation, lawsuits, and lender activity, and entering it accurately in the CRM.

• Strong Phone Presence: Comfortable engaging with clients live, naturally adhering to a script, and providing support during stressful circumstances.

• Thick-Skinned: Able to remain calm and professional when dealing with frustrated, stressed, or challenging clients.

• Tech-Savvy: Proficient in learning a straightforward custom CRM and utilizing ChatGPT or similar tools for summaries and polished notes.

• Warm but Sharp Personality: Empathetic on the phone while remaining alert, practical, and capable of redirecting clients appropriately.

🏝️ Benefits

• 100% work-from-home flexibility

• Preset salary growth

• Weekly salary payments