Client Success Specialist - 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 Specialist position is non-exempt and focused on providing exceptional email, phone, SMS and chat support for National Debt Relief’s clientele who are enrolled in our debt settlement program. The role consists of answering general inquiries from clients, addressing any problems or concerns they may have primarily by means of SMS, chat and email communication, and anticipating our client’s needs as they progress through our program to ensure successful completion. The CS Specialist will be expected to maintain a high level of accuracy when reviewing client accounts. A typical day consists of processing timely email, SMS and chat responses to satisfy our clients need and maintaining a positive rapport with our client base to ensure they receive the best possible client experience with National Debt Relief.

• →Provide efficient and professional email, SMS and chat responses to the client with minimal to no grammatical errors
• →Review and process client’s documents. This also includes legal documentation for clients that are also experiencing litigation.
• →Review and upload documentation provided by the client to the appropriate location
• →Utilize Salesforce customer relationship management software to facilitate the process of responding to customer emails, calls, SMS and chats to addressing customer concerns
• →Resolve customer inquiries/complaints with limited escalation to team leaders
• →Document client discussions clearly and concisely
• →Review and obtain settlement approvals from clients
• →If required, escalate and direct clients to managers, team leads, and other departments as needed
• →Exemplify the NDR’s core values on every communication: Intergrity, Growth, Connection 

• Previous experience on a customer service-based team, including a strong working knowledge of client service processes with a focus on providing a positive client experience
• Excellent interpersonal communication skills, both verbal and written
• Strong critical thinking and problem-solving abilities
• Strong organizational and multi-tasking skills with an acute attention to detail
• Ability to remain professional, empathetic, polite, flexible, confident, tactful, patient, and diplomatic when faced with complex problems
• Computer proficiency in Microsoft Office is a plus
• The employee is expected to be punctual and ready to report to work on a consistent basis
• The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly