Customer Service Representative
Core
Primary point of contact for clients enrolled in financial hardship programs, guiding them from enrollment through graduation via inbound and outbound phone calls.
Role type
Customer Service Representative (Call Center)
Builds
Client retention and successful program graduation for individuals in financial distress
Domain
Financial services / Debt relief
Deliverable
client delivery
Required skills
Active listening, critical thinking, problem solving, time management, computer troubleshooting, CRM data entry
Preferred skills
Bilingual (Spanish), empathy, patience
Technologies
CRM database, desktop computer, multiple internal systems
Responsibilities
Respond to high volume inbound and outbound client calls, resolve client issues to achieve first call resolution, document activities and changes in the CRM database, troubleshoot technical or configuration issues, collaborate with other departments to handle client requests
Seniority
Entry-level to Junior, individual contributor