Client Success Agent

Overview

The Client Success Agent is focused on providing exceptional voice support for our clients who are enrolled in our debt settlement program.  A typical day consists of making and answering inbound and outbound calls, maintaining account documentation, and a positive rapport with our client base.  Our team drives high satisfaction and service by exemplifying our core values to ensure they receive the best possible client experience with National Debt Relief. This position has an expected start date of 03/10/2025. This is a full-time remote role. We are currently hiring for positions in Arizona, Florida, Georgia, Nevada, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, and Utah.

 

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 8 a.m. - 5 p.m. Central Time &  from 12 p.m. - 9 p.m. Central Time

Responsibilities

• Utilize client relationship management software (Salesforce) to facilitate the process of responding to customer calls and addressing customer concerns 
• Resolve client inquiries, complex scenarios and concerns with confidence, relationship building and listening skills 
• Support the clients with empathy, understanding, and subject matter knowledge 
• Document client discussions clearly and concisely 
• Present settlement proposals to clients for approval 
• Strong working knowledge of client service processes, using an internal knowledge base, and providing a positive client experience 
• Responsible for guiding the client’s discussions with next steps to progress towards their financial goals
• Assist clients that may have creditors seeking legal action; we provide guidance through this process 
• If required, escalate and direct clients to managers, team leads, and other departments as needed 

Qualifications

• High school diploma/GED required; College degree preferred  
• 2+ years of experience working in a relationship-based support role
• 2+ years of Customer Service experience
• Experience within a financial or banking organization preferred
• Excellent interpersonal communication skills, both verbal and written 
• Strong critical thinking and problem-solving abilities 
• Strong organizational and multi-tasking skills using multiple systems and tools, with an acute attention to detail 
• Ability to remain professional, confident and patient when faced with complex problems 
• Proficient in Microsoft Excel and Office

Soft Skills Qualifications Include the Ability to:

• Attain and maintain high performance expectations on a monthly basis
• Work in a fast-paced, high-volume setting
• Clearly explain details about the company's debt settlement program to current clients
• Recall details of calls with clients and to record those details accurately in Salesforce
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• De-escalate stressful situations
• Support and de-escalate vulnerable and sometimes difficult clients
• Remain calm and professional during difficult discussions
• Take constructive feedback

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer
• Prioritize multiple tasks and projects simultaneously
• Exceptional written and verbal communication skills
• Punctuality expected, ready to report to work on a consistent basis
• Attain and maintain high performance expectations on a monthly basis
• Work in a fast-paced, high-volume setting
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• Remain calm and professional during difficult discussions
• Take constructive feedback
• Available for full-time position, overtime eligible if classified non-exempt

About National Debt Relief

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal i