Client Success Agent

National Debt Relief, LLC.

1d•Remote

About The Position

In the Client Success Agent 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 provides exceptional voice support in an unscripted environment for clients enrolled in the company’s debt settlement program. A typical day includes handling inbound and outbound calls regarding complex financial situations, maintaining accurate account documentation, and building strong rapport with clients. By exemplifying the company’s core values, Client Success Agents help drive high satisfaction and ensure clients receive the best possible service experience. 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. The Client Success Agent role includes two levels that reflect increasing proficiency, scope, and responsibility: Client Success Agent I – Developmental stage focused on mastering core responsibilities. Agents are expected to complete required training and demonstrate proficiency within the first six months in order to progress to Client Success Agent II. During the development track, agents may begin receiving increased exposure to legal‑related calls after completing required legal upskill training, while still operating as Level I agents. Client Success Agent II – Applies advanced knowledge and manages more complex client scenarios, including legal and escalation related matters. 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.
Minimum 2 years in a customer service or relationship-based support role required.
Ability to de-escalate vulnerable clients using empathy and active listening.
Strong working knowledge of client service processes and use of internal knowledge bases.
Exceptional attention to detail; strong organizational and multi system navigation skills.
Strong critical thinking and problem-solving abilities.
Ability to remain calm, confident, and professional when handling complex issues.
Proficiency in Microsoft Excel and Office.
Ability to clearly explain debt settlement program details.
Ability to recall and accurately document detailed client conversations 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.
Successfully complete all components of the Client Success Agent I role, including required training (for Level 2).
Demonstrate proficiency in core responsibilities and sustain performance expectations (for Level 2).
Complete up to six months of experience as a Client Success Agent I (inclusive of training and production time) (for Level 2).
Meet expectations outlined in the evaluation criteria for advancement (training performance, production trends, and legal upskilling assessment) (for Level 2).
Demonstrate readiness for increased legal responsibilities following the development track, including consistent performance across legal call exposure (for Level 2).

Nice To Haves

Bachelor's degree preferred.
Financial services or banking experience preferred.

Responsibilities

Utilize CRM software (Salesforce) to respond to client calls and address concerns.
Resolve client inquiries and complex financial situations using empathy, confidence, and subject matter knowledge.
Document client discussions clearly and concisely.
Present settlement proposals to clients for approval.
Guide clients toward next steps to progress toward their financial goals.
Escalate and direct clients to leadership or other departments as needed.
Complete required Client Success Agent training and demonstrate proficiency in core responsibilities (Client Success Agent I).
Handle standard client inquiries and occasional legal overflow using foundational legal training (Client Success Agent I).
Receive additional legal call exposure as part of the development track after completing legal upskill training (Client Success Agent I).
Build proficiency in client de-escalation, solutioning, and problem resolution (Client Success Agent I).
Strengthen competency across systems, process navigation, and documentation accuracy (Client Success Agent I).
Apply knowledge gained through successful completion of Client Success Agent I responsibilities (Client Success Agent II).
Primarily manage legal, pre-legal, lawsuit, summons, and creditor escalation calls (Client Success Agent II).
Conduct complex de-escalations with distressed or high-stakes client situations (Client Success Agent II).
Interpret legal documentation and provide accurate next-step guidance (Client Success Agent II).
Maintain elevated compliance standards and documentation accuracy (Client Success Agent II).
Serve as a subject matter resource on legal workflows, high-risk patterns, and escalation trends (Client Success Agent II).