Lead Consumer Services Agent

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Job details

This Jobot Job is hosted by Merwan Zattam

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Salary $65,000 - $75,000 per year

A Bit About Us
We are a trusted leader in debt-resolution technology, providing robust tools and secure payment solutions designed to empower individuals and streamline operations for businesses. We simplify the path to financial progress for consumers, helping manage payments and track their journey toward financial freedom; for our clients, offering an all-in-one platform with automation and real-time insights to drive operational efficiency.

With more than 15 years of industry experience, our suite of powerful products supports millions in settling debt effectively and efficiently. Our platform was built to move both consumers and businesses ahead — smarter, faster, and with confidence.

We're more than just a technology provider we're your partner in building resilient, scalable systems that integrate across platforms and adapt to evolving financial landscapes. We collaborate seamlessly with global teams, adhere to rigorous standards of code quality and data security, and continuously evolve through innovation and best practices.

*Why join us?*
Health insurance

Vision insurance

Dental insurance

Life insurance

401(k) retirement plan

PTO

Job Details
Lead Consumer Services Agent

Overview
The Lead Consumer Services Agent plays a key leadership role in ensuring exceptional customer service delivery to consumers and partner servicing companies. This position supports the Consumer Services team by providing guidance, resolving escalated issues, assisting with training, and driving process improvements. The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment, demonstrates strong communication skills, and maintains a client-first mindset.

Key Responsibilities

Lead by example in providing outstanding customer service to both consumers and servicing partners.

Manage and resolve complex or escalated client calls, emails, and support tickets with professionalism and empathy.

Support the onboarding, mentoring, and training of new Consumer Services team members.

Conduct quality assurance (QA) reviews of inbound calls, providing detailed feedback and coaching recommendations to the Consumer Services Manager.

Identify and document process improvements, recommending changes to enhance efficiency and customer satisfaction.

Assist team members with complex account maintenance, transaction scheduling, and audit reviews.

Maintain composure and professionalism while managing multiple priorities in a high-volume, fast-paced environment.

Build and maintain strong relationships with clients, team members, and business partners through effective communication and collaboration.

Perform in-depth research and analysis to resolve customer and operational issues.

Develop a thorough understanding of internal systems, workflows, and data integrity processes.

Lead or participate in team meetings to discuss priorities, process updates, and ongoing initiatives.

Adhere to company information security, confidentiality, and data privacy policies.

Perform additional duties or special projects as assigned.

Qualifications & Required Skills
High school diploma or equivalent; Associate's degree or higher preferred.

Minimum of 1 year of experience in a team lead or supervisory role.

Minimum of 3 years of experience in a client-facing or customer service environment.

Exceptional written, verbal, and active listening skills.

High degree of professionalism, integrity, and accountability.

Strong attention to detail and the ability to manage multiple priorities effectively.

Comfortable working in a fast-paced, dynamic business environment.

Preferred Qualifications
Client-centric approach with a proven commitment to exceptional service delivery.

Experience using CRM systems such as Salesforce, ClickUp, or Pipedrive.

Familiarity with contact center platforms (CXone, Talkdesk, Five9) and customer interaction tools.

Prior experience in the debt resolution or financial services industry.

Associate or Bachelor's degree in Business, Communications, or a related field.

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Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Jobot also prohibits harassment of applicants or employees based on any of these protected categories. It is Jobot's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

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