Client Experience Specialist – Tier 1

Job not on LinkedIn

🕒 4 days ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $18 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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InCharge Debt Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1997

💸 Finance

🤝 Non-profit

📚 Education

Finance • Non-profit • Education

InCharge Debt Solutions is a 501(c)(3) non-profit organization that provides confidential, professional credit counseling, housing counseling, debt management and debt consolidation alternatives, bankruptcy education, and general financial education to individuals seeking options to manage or resolve consumer debt and housing issues. The organization is accredited and approved by industry and government bodies (NFCC, COA, BBB, HUD, EOUST), offers free credit counseling and foreclosure assistance, and runs an affiliated education foundation delivering financial literacy programs.

📋 Description

• Address client questions, concerns, and complaints, ensuring a timely and satisfactory resolution • Use active listening skills and effective discovery questions to understand client needs • Provide expertise on debt management and financial solutions products and services • Offer educational materials and referral resources tailored to client needs • Deliver education and financial solutions focused on debt management • Handle client retention efforts and cancellation requests with empathy and solutions-oriented support • Interface with clients through phone, email, chat, and text • Service client accounts, including adding creditors to programs and explaining revised payment details • Process client payments and address concerns regarding due dates and balances • Maintain accurate customer records, update account information, and process adjustments • Make sound judgments to resolve client issues • Review resources to stay current with system and product updates • Handle sensitive client information confidentially and professionally • Perform other duties assigned by management

🎯 Requirements

• 3+ years of customer service experience • Proficiency with operating systems, internet browsers, and Microsoft Office Suite • Strong verbal and written communication skills with excellent phone etiquette • Ability to multitask while maintaining attention to detail • Effective interpersonal skills to build rapport with clients and resolve issues empathetically • Ability to successfully work in a team environment as well as independently • Ability to prioritize, plan, organize, and follow through on assignments • Positive attitude and enjoyment in helping others, regardless of individual differences • Stellar work ethic with the ability to prioritize tasks, follow through, and maintain good attendance • Technical skills, including typing 25 words per minute and learning new software • Must have dedicated at home office space with high-speed internet service • Ability to be flexible with schedule, available nights, weekends and holidays • High school diploma or equivalent combination of education and experience • Preferred: 1-2 years of experience in financial services, customer service call center or related call center roles • Oral and written fluency in Spanish a plus • Preferred: Associate or bachelor’s degree, or equivalent combination of education and experience

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