Onboarding Liaison

Century Support Services• US,

13d•$13 - $19

About The Position

This engaging position completes the sales to service transition with newly enrolled debt settlement clients via the onboarding process. This role primarily manages a calendar of scheduled appointments – including the Welcome Call and the follow-up client check-in booked call – ensuring new clients have the essential program info needed to navigate their program successfully and that proper expectations are set early in the journey. The Welcome Call anchors the client’s first impression of service and is critical to building trust and engagement, while the check-in call reinforces program understanding and is a key driver of client retention and program performance.

Requirements

Delivering Excellence: use active listening, convey empathy and a professional and courteous tone, possess strong communication and soft skills
Building Connections: work and be a part of a collaborative environment with both Century sales and our affiliate partners; we are focused on building professional relationships and team collaboration with our internal clients.
Multi-tasking and Organization: Being able to successfully address multiple actions systematically that ensures a successful day.
Calendar and Appointment Management: Proactively manage a daily calendar of Welcome Call and Flight 2 appointments, confirming scheduled times, minimizing no-shows, and re-engaging clients promptly when an appointment is missed.
The ability to match the customer’s excitement or ease their apprehension during the sales to service transition, ensuring the "warmth" of the experience is maintained across both the Welcome Call and Flight 2 appointments
Good problem analysis and problem resolution at a functional level.
Strong attention to detail, as those details can be important to our client’s success.
Computer proficiency and being a good corporate citizen in learning new applications.
Commitment to company core values
Basic knowledge of company products and programs
Knowledge of and access to the Fair Debt Collection Practices Act.

Responsibilities

Manage a calendar of scheduled Welcome Call and check-in “Flight 2” follow-up call appointments with newly enrolled clients, creating a white-glove transition from enrollment (sales) to service.
Utilize contact center solutions such as InContact commitments and appointment calendar invites to schedule, confirm, and reschedule Welcome Call and Flight 2 appointments, including additional outreach attempts via an outreach campaign when a scheduled appointment is missed.
Conduct the scheduled Welcome Call with new clients to review the onboarding script, highlight the debt settlement program, explain how it works, and set expectations for the journey ahead; perform initial quality control of the account setup during this call. Conduct the scheduled Flight 2 follow-up call to reinforce program understanding, address questions, and strengthen the client’s confidence and commitment to the program.
Assist the department with additional team responsibilities such as maintaining reminders, Welcome SS Inbox, voicemails, and various list distributions.
Meet or exceed individual performance metrics, including Welcome Call and Flight 2 appointment completion rates and call quality standards.

Benefits

Competitive compensation package
Career development & growth opportunities through performance and career pathing
100% Premiums paid on Basic Life insurance, AD&D, Short-Term Disability, and Long-Term Disability
Affordable Medical, Dental, and Vision coverage that begins on the first day of employment with generous contribution
Optional Supplemental Insurance for Life Insurance, Critical Illness, and Accident
Employee Recognition Programs – Standing Ovation, Voice of Support, and Time in Service Bonus
401K plan with 100% matching up up to 4% and immediately vested
No cost Employee Assistance Program and Travel Assistance
Generous PTO package that starts on day 1 and increases after 1st year
Commitment to employee communication through employee suggestions and engagement surveys
Experienced leadership team with decades of industry experience
Great team members who want you to succeed!