DUTIES AND TASKS/ESSENTIAL FUNCTIONS

• Develop and nurture strong relationships with a portfolio of assigned Debt Settlement Providers (DSPs), acting as the primary point of contact and trusted partner.
• Lead regular customer touchpoints, including a monthly presentation summarizing key trends and performance metrics from the previous three months.
• Investigate customer issues using available resources, while proactively understanding each DSP’s business needs and providing tailored solutions through clear, ongoing communication.
• Identify and escalate priority issues, redirecting problems to appropriate resources as needed.
• Stay current with policies, procedures, and system information, including changes and updates.
• Analyze customer data to identify patterns, trends, and potential issues; provide insights and best practices. And best actionable recommendations. Experience for customers.

QUALIFICATIONS

SKILLS AND KNOWLEDGE 

• Knowledge of customer service principles and practices.
• Strong phone and virtual meeting etiquette, with active listening and the ability to build rapport with customers.
• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
• Knowledge of Microsoft Office and other relevant software, computer applications, and equipment.
• Willingness to cooperate with others and work for the greater good.
• Multi-tasking capabilities and attention to detail are required.
• High school graduate or equivalent required.
• One year or more of business-to-business experience is preferred.
• Financial services or banking experience is a plus but not required.

COMPETENCIES

• Exemplary attendance and punctuality.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action consistent with available facts, constraints, and probable consequences.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.  Focuses and guides self and team members in accomplishing work objectives.
• Establishes proper course of action to ensure the work product is completed efficiently and on time/within proper time limits, meeting established performance metrics.
• Maintains stable performance under pressure, handling stress in a manner acceptable to others and to the organization.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks.
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.

CONDITIONS

• Must be able to sit for long periods of time.
• Position requires use of headset/microphone.
• In-office presence is required three days a week.
• Pre-employment background and drug tests are required.