Client Success Agent - Debt Settlement Support

About the role

Broadway Support Services, an affiliate of a large US debt settlement company, is hiring a Client Success Agent to provide voice support for clients enrolled in its debt settlement program. The role involves making and answering inbound and outbound calls, keeping account documentation up to date and building a positive relationship with clients.

Key responsibilities

• Use client relationship management software (Salesforce) to respond to calls and address customer concerns
• Resolve client inquiries and complex scenarios with strong listening and relationship-building skills
• Document client discussions clearly and concisely
• Present settlement proposals to clients for approval
• Guide clients through next steps toward their financial goals
• Advise clients whose creditors may be seeking legal action
• Escalate cases to managers, team leads and other departments when needed

Required profile

• High school diploma or GED; college degree preferred
• 2+ years of experience in a relationship-based support role
• 2+ years of customer service experience
• Experience in a financial or banking organization preferred
• Ability to work in a fast-paced, high-volume setting and to meet performance expectations monthly

Required skills

• Proficiency in Microsoft Excel and Office
• Strong verbal and written communication, critical thinking and problem-solving
• Multi-tasking across several systems and tools with attention to detail
• Ability to de-escalate stressful situations and difficult clients

What we offer

• Law benefits and private insurance
• Referral program and meal subsidy
• Transportation allowance starting at 4:00 PM
• Mentorship and leadership programs, continuous development
• Work in a team environment in a central city location