Client Success Agent

4 weeks ago

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

Overview:
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.

 

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 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 

If required, escalate and direct clients to managers, team leads, and other departments as needed 

Qualifications:
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 is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

Law Benefits

Private insurance

Meal Sudsidy

Referral Program

Transportation (Starting at 4:00 PM)

Massive Growth Opportunities

Continuous development

Privileged location (City Center)

Great Work Environment

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