Client Success Representative

4 weeks ago


New York County New York, United States Broadway Support Services Full time
About Us

Broadway Support Services is a leading provider of debt settlement solutions, dedicated to helping individuals overcome financial challenges through education and personalized support.

Job Summary

The Client Success Agent plays a critical role in delivering exceptional voice support to our clients enrolled in our debt settlement program. This position involves making and answering inbound and outbound calls, maintaining accurate account documentation, and building strong relationships with our client base.

Key Responsibilities
  • 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 clients with empathy, understanding, and subject matter knowledge.
  • Document client discussions clearly and concisely.
  • Present settlement proposals to clients for approval.
  • Develop a strong working knowledge of client service processes, using an internal knowledge base, and providing a positive client experience.
  • Guide clients through discussions with next steps to progress towards their financial goals.
  • Assist clients facing creditor action, providing guidance through this process.
  • Escalate and direct clients to managers, team leads, and other departments as needed.
Requirements
  • 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.
Benefits

Broadway Support Services offers a team-oriented environment with rewards and growth opportunities for our employees. We are dedicated to our employees' success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

  • Law Benefits
  • Private insurance
  • Referral Program
  • Meal Subsidy
  • Transportation (Starting at 4:00 PM)
  • Massive Growth Opportunities
  • Continuous development
  • Privileged location
  • Great Work Environment


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