Client Success Agent II

National Debt Relief, LLC.•, SC

2d•Remote

About The Position

In the Client Success Agent II role, you’ll bring courage into every conversation, empowering clients with the confidence to take control of their financial future. Your compassion and expert guidance will inspire resilience and progress throughout their debt relief journey. The Client Success Agent II provides exceptional voice support in an unscripted environment for clients enrolled in our debt settlement program. A typical day consists of making and answering inbound and outbound calls discussing complex financial situations while maintaining accurate account documentation and building 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 6/15/2026. This is a full-time remote role. We are currently hiring for positions in AZ, FL, GA, MI, NC, 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. Eastern Time Monday - Friday from 11 a.m. - 8 p.m. Eastern Time or from 12 p.m. - 9 p.m. Eastern Time

Requirements

High school diploma or equivalent required; bachelor's degree preferred.
Minimum of 2 years in a customer service or relationship-based support role required.
Financial services or banking organization experience preferred.
Support and de-escalate vulnerable clients under stress using empathy and active listening skills.
Strong working knowledge of client service processes, using an internal knowledge base, and providing a positive client experience.
Exceptional attention to detail and strong organizational skills, with the ability to navigate multiple systems simultaneously while maintaining accurate, transparent, and solution-focused communication with clients.
Strong critical thinking and problem-solving abilities.
Ability to remain professional, confident, and patient when faced with complex problems.
Proficient in Microsoft Excel and Office.
Clearly explain details about the company's debt settlement program to current clients.
Recall details of calls with clients and to record those details accurately in Salesforce.
Computer competency and ability to work with a computer
Prioritize multiple tasks and projects simultaneously
Exceptional written and verbal communication skills
Punctuality expected, ready to report to work on a consistent basis
Attain and maintain high performance expectations on a monthly basis
Work in a fast-paced, high-volume setting
Use and navigate multiple computer systems with exceptional multi-tasking skills
Remain calm and professional during difficult discussions
Take constructive feedback
Available for full-time position, overtime eligible if classified non-exempt

Nice To Haves

bachelor's degree preferred.
Financial services or banking organization experience preferred.

Responsibilities

Utilize CRM software (Salesforce) to respond to facilitate the process of responding to customer calls and addressing customer concerns.
Resolve client inquiries, complex scenarios, and program concerns in high stress environments with empathy, confidence, subject matter knowledge, and relationship building skills to deliver a positive, solution-focused experience.
Primarily handle legal, pre legal, lawsuit, summons, and creditor escalation calls.
Conduct complex de escalations with distressed or high stakes client situations.
Interpret legal documents and provide accurate next step guidance.
Maintain elevated compliance standards and documentation accuracy.
Serve as a subject matter resource on legal workflows and risk trends.
Document client discussions clearly and concisely.
Present settlement proposals to clients for approval.
Responsible for guiding the client’s discussions with next steps to progress towards their financial goals.
Escalate and direct clients to leadership and other departments as needed.