Client Success Agent

Overview

In the Client Success Agent role, you’ll bring courage into every conversation, empowering clients with the confidence to take control of their financial future. Your compassion and expert guidance will inspire resilience and progress throughout their debt relief journey. The Client Success Agent provides exceptional voice support in an unscripted environment for clients enrolled in the company’s debt settlement program. A typical day includes handling inbound and outbound calls regarding complex financial situations, maintaining accurate account documentation, and building strong rapport with clients. By exemplifying the company’s core values, Client Success Agents help drive high satisfaction and ensure clients receive the best possible service experience. This position has an expected start date of 6/15/2026. This is a full-time remote role. We are currently hiring for positions in AZ, FL, GA, MI, NC, NV, OK, PA, SC, TN, TX, and UT.

 

The Client Success Agent role includes two levels that reflect increasing proficiency, scope, and responsibility:

• Client Success Agent I – Developmental stage focused on mastering core responsibilities. Agents are expected to complete required training and demonstrate proficiency within the first six months in order to progress to Client Success Agent II.
  • During the development track, agents may begin receiving increased exposure to legal‑related calls after completing required legal upskill training, while still operating as Level I agents.
• Client Success Agent II – Applies advanced knowledge and manages more complex client scenarios, including legal and escalation related matters.

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 8 a.m. – 5 p.m. Central Time
• Monday – Friday from 10 a.m. – 7 p.m. Central Time or from 11 a.m. – 8 p.m. Central Time

Responsibilities

• Utilize CRM software (Salesforce) to respond to client calls and address concerns.
• Resolve client inquiries and complex financial situations using empathy, confidence, and subject matter knowledge.
• Document client discussions clearly and concisely.
• Present settlement proposals to clients for approval.
• Guide clients toward next steps to progress toward their financial goals.
• Escalate and direct clients to leadership or other departments as needed.

Level DistinctionClient Success Agent I – Development Track (Level 1) 

• Complete required Client Success Agent training and demonstrate proficiency in core responsibilities.
• Handle standard client inquiries and occasional legal overflow using foundational legal training.
• After completing legal upskill training, Level I agents may receive additional legal call exposure as part of the development track, while remaining in the Level I role until promotion eligibility is met.
• Build proficiency in client de-escalation, solutioning, and problem resolution.
• Strengthen competency across systems, process navigation, and documentation accuracy.
• The development track may last up to six months and includes both training and production time before consideration for advancement.

Client Success Agent II (Level 2)

• Apply knowledge gained through successful completion of Client Success Agent I responsibilities.
• Primarily manage legal, pre-legal, lawsuit, summons, and creditor escalation calls.
• Conduct complex de-escalations with distressed or high-stakes client situations.
• Interpret legal documentation and provide accurate next-step guidance.
• Maintain elevated compliance standards and documentation accuracy.
• Serve as a subject matter resource on legal workflows, high-risk patterns, and escalation trends.

Qualifications

Education/Experience Requirements

• High school diploma or equivalent required; bachelor's degree preferred. 
• Minimum 2 years in a customer service or relationship-based support role required.
• Financial services or banking experience preferred.

Level 2 RequirementTo qualify for Client Success Agent II, individuals must:

• Successfully complete all components of the Client Success Agent I role, including required training.
• Demonstrate proficiency in core responsibilities and sustain performance expectations.
• Complete up to six months of experience as a Client Success Agent I (inclusive of training and production time).
• Meet expectations outlined in the evaluation criteria for advancement (training performance, production trends, and l