Customer Service Representative

As a Customer Service Representative, you'll be a primary point of contact for clients enrolled in our debt relief programs. You'll answer questions, resolve concerns, and provide clear, patient guidance to people who are often dealing with financial stress. This role requires empathy, strong communication skills, and the ability to explain program details accurately while maintaining compliance with industry regulations.

Key Responsibilities

• Respond to client inquiries via phone, email, and chat in a timely, professional, and empathetic manner
• Explain debt relief program terms, processes, and account status clearly and accurately
• Address client concerns, complaints, and escalations with patience and a problem-solving mindset
• Update and maintain accurate client records in the CRM system
• Coordinate with negotiators, enrollment specialists, and other internal teams to resolve client issues
• Follow all compliance guidelines (FTC, state debt relief regulations) when communicating with clients
• Proactively identify at-risk accounts (e.g., missed payments, dissatisfaction) and escalate appropriately
• Educate clients on program milestones, next steps, and what to expect throughout their enrollment
• Document all client interactions thoroughly and accurately
• Meet individual and team performance metrics (call quality, response time, client satisfaction)

Qualifications

• Excellent verbal and written communication skills
• Strong empathy and active listening skills, especially with clients experiencing financial hardship
• Ability to stay calm and professional in difficult or emotional conversations
• Comfortable navigating CRM systems and multitasking across phone, email, and chat
• Strong attention to detail and accuracy in documentation
• Ability to learn and clearly explain financial/legal program details