Customer Experience Rep (BIL) - Level 1
$42,120–$42,120 year
Remote
Job Summary
Serve as a primary point of contact for clients enrolled in the Debt Management Program, supporting them through personalized guidance and solutions via phone, email, text, and approved channels. Handle approximately 30 client calls daily, resolving routine and complex account issues while building trust through empathy and active listening. Help clients stay engaged by reinforcing program benefits and identifying practical solutions to affordability, payment, or other challenges. Provide relevant credit and budgeting education, review Client Action Plans, and conduct proactive follow-up to support successful program completion. Accurately document interactions and collaborate with creditors and internal teams to resolve issues.
Required Qualifications
- Bilingual (Spanish)
- High School Diploma or equivalent
- At least 1 year of customer service experience
- Fluent in English & Spanish, both written and verbal
- Strong verbal and written communication skills
- Ability to demonstrate empathy, patience, professionalism, and compassion when assisting clients
- Strong problem-solving skills and the ability to identify practical solutions to client concerns
- Ability to effectively manage multiple tasks and priorities in a fast-paced environment
- Strong attention to detail and accuracy in documentation and follow-up
- Basic mathematical and analytical skills
- Proficiency with computers and standard office software
- Ability and willingness to learn new systems, processes, and technology
- Openness to coaching, feedback, and continuous development
- Ability to sit for an 8-hour shift while using a headset to handle phone calls
- Ability to type 40 words per minute
- Must reside within the Continental United States
Desired Qualifications
- call center experience
- Experience working in financial services, debt management, banking, credit counseling, or a related industry
- Experience in a customer-facing role involving client retention, relationship building, or problem resolution
- Strong organizational and time-management skills
- Demonstrated ability to take ownership of customer concerns and follow through to resolution
- Ability to remain calm and solution-focused during difficult conversations
- A proactive, client-focused mindset and genuine interest in helping people achieve their goals
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