*This position requires you to reside in Orlando Fl or willing to relocate prior to start date

Position Overview

The Client Experience Specialist~ Tier 1 serves as the primary point of contact for clients, addressing inquiries, concerns, and issues to ensure a positive experience. This role focuses on serving existing clients by taking ownership of their needs and delivering exceptional service. The Specialist excels in multitasking, demonstrates empathy in every interaction, and upholds stellar service to meet excellence standards. Additionally, the role includes providing technical support to help clients access online tools and resources. Success in this position requires effective collaboration across business functions, achieving results and maintaining the highest quality service standards, while adhering to company guidelines. 

Essential Duties and Responsibilities

• Address client questions, concerns, and complaints, ensuring a timely and satisfactory resolution.
• Use active listening skills and effective discovery questions to fully understand the client’s needs.
• Expertise in debt management/financial solutions products and services, providing clients with confidence and clarity.
• Offer additional educational materials and referral resources tailored to client needs.
• Follow established protocols to deliver education and financial solutions, focused on debt management.
• Handle client retention efforts, including servicing cancellation requests with empathy and solutions-oriented approach. 
• Interface with clients through various communication channels, including phone, email, chat, and text, ensuring a seamless and consistent client experience
• Service client accounts, including adding creditors to program and explaining revised payment details
• Process client payments and any related concerns regarding due dates and balances. 
• Maintain accurate customer records by updating account information and processing adjustments.
• Use sound judgment to make decisions and effectively resolve client issues.
• Stay current with system and product updates by regularly reviewing provided resources.
• Handle sensitive client information with the utmost confidentiality and professionalism.
• Perform other duties as assigned by management.

Work Experience and Qualifications

Required:

• 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.
• Highly motivated, with the 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

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.

Education

Required:

• High school diploma or equivalent combination of education and experience.

Preferred:

• Associate or bachelor’s degree, or equivalent combination of education and experience.