About this role
- 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 DSPs 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 ones 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 ones 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.