Client Success Agent - BSS

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

The Client Success Agent is focused on providing exceptional voice support for our clients who are enrolled in our debt settlement program.  A typical day consists of making and answering inbound and outbound calls, maintaining account documentation, and a positive rapport with our client base.  Our team drives high satisfaction and service by exemplifying our core values to ensure they receive the best possible client experience.

• →Utilize client relationship management software (Salesforce) to facilitate the process of responding to customer calls and addressing customer concerns  
• →Resolve client inquiries, complex scenarios and concerns with confidence, relationship building and listening skills 
• →Support the clients with empathy, understanding, and subject matter knowledge 
• →Document client discussions clearly and concisely 
• →Present settlement proposals to clients for approval 
• →Strong working knowledge of client service processes, using an internal knowledge base, and providing a positive client experience 
• →Responsible for guiding the client’s discussions with next steps to progress towards their financial goals 
• →Assist clients that may have creditors seeking legal action; we provide guidance through this process 
• →If required, escalate and direct clients to managers, team leads, and other departments as needed 

• High school diploma/GED required; College degree preferred  
• 2+ years of experience working in a relationship-based support role
• 2+ years of Customer Service experience
• Experience within a financial or banking organization preferred
• Excellent interpersonal communication skills, both verbal and written 
• Strong critical thinking and problem-solving abilities 
• Strong organizational and multi-tasking skills using multiple systems and tools, with an acute attention to detail 
• Ability to remain professional, confident and patient when faced with complex problems 
• Proficient in Microsoft Excel and Office

Must have the ability to:

• Attain and maintain high performance expectations on a monthly basis
• Work in a fast-paced, high-volume setting
• Clearly explain details about the company's debt settlement program to current clients
• Recall details of calls with clients and to record those details accurately in Salesforce
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• De-escalate stressful situations
• Support and de-escalate vulnerable and sometimes difficult clients
• Remain calm and professional during difficult discussions
• Take constructive feedback