Bilingual Client Success Agent

Overview

The Bilingual 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 with National Debt Relief. This position has an expected start date of 4/21/2025. This is a full-time remote role. We are currently hiring for positions in AZ, FL, GA, NV, OK, PA, SC, TN, TX, and UT. 

We are seeking individuals who are available for the following 8 hour shift scheduling options. Scheduling decisions are based on business need and will be confirmed prior to hiring.

• Tuesday - Saturday from 9 a.m. - 6 p.m. Central Time
• Monday - Friday from 12 p.m. - 9 p.m. Central Time 

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
• Assist clients that may have creditors seeking legal action; we provide guidance through this process 
• If required, escalate and direct clients to managers, team leads, and other departments as needed 

Qualifications

• High school diploma/GED required; College degree preferred  
• Bilingual in Russian, Hindi, Mandarin, Japanese, or Tagalog is required. A bilingual assessment will be part of the hiring process. 
  • Employees assigned to the bilingual queue are eligible for additional bonus opportunities
• 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 …