Offer summary

Qualifications:

2+ years of experience in customer support, financial services, or quality assurance, preferably in debt relief or consolidation programs., Strong attention to detail and excellent organizational skills are essential., Proficient in English with strong verbal and written communication abilities., Experience with Debt Settlement CRM tools and payment platforms, with CFTPay experience preferred..

Key responsibilities:

Review client account setups and enrollments for accuracy and compliance with the program.

Serve as the primary contact for client requests, managing them through to resolution.

Resolve payment issues and ensure deposit accounts are maintained in good standing.

Troubleshoot enrollment issues and respond to client inquiries regarding their account status.

Job description

This is a remote position.

Schedule: 40 hours per week. Hours is to be followed.

Job Summary:

We are looking for a detail-oriented, empathetic, and highly organized Client Support & Quality Assurance Specialist to support clients enrolled in our debt settlement program. This role is essential for resolving escalated issues, ensuring program compliance, and maintaining a smooth experience for individuals navigating financial hardship.

The ideal candidate can grasp complex concepts quickly, apply critical thinking to solve problems, and communicate clearly with both clients and internal teams. You’ll play a key role in ensuring our clients are set up for success and that our processes meet the highest standards of quality and care.

Key Responsibilities:

Quality Assurance & Compliance

Review client account setups and enrollments to ensure accuracy and program compliance.
Verify settlement fees and applicable discounts are correctly calculated and applied. Escalations & Customer Service
Serve as the primary point of contact for client requests, managing them through resolution.
Follow up with clients to gather necessary documentation, forms, or approvals to solve escalations.
Communicate empathetically and clearly with clients about their program status and next steps.

Payments & Deposits

Resolve payment issues by verifying transactions and ensuring proper record matching.
Follow up on failed deposits and assist clients in rescheduling or adjusting draft schedules as needed.
Ensure deposit accounts remain in good standing and help resolve any issues that may affect successful drafts.

Program Support

Troubleshoot enrollment issues and collaborate with internal teams to ensure accurate setups.
Respond to client inquiries regarding their account status and progress within the debt settlement program.

Qualifications:

2+ years of experience in customer support, financial services, or quality assurance (experience in debt relief or debt consolidation programs is a plus).
Strong attention to detail and organizational skills.
Excellent English - verbal and written communication.
Ability to understand and navigate complex, nuanced issues.
Compassionate and professional in sensitive client situations.
Proficient with Debt Settlement CRM tools, spreadsheets, and payment platforms. (CFTPay experience is preferred)