Now Hiring - JW Financial Solutions - Financial Services Client Success Advocate in Irvine, CA

Full description of the position

Position Summary:

Client Success Advocates (CSA) are members of Clarity Debt Resolution’s Client Success team and are responsible for maintaining consumer engagement throughout the client’s program cycle. The CSA will collaborate with other departments to retain clients and ensure clients successfully graduate from the program. This individual will be required to quickly acclimate to the Clarity Debt Resolution platform and to understand technical components to ensure a simple experience for client contacts.

The CSA team is expected to pursue every client interaction with empathy, efficiency, and a commitment to exceed expectations. All team members are expected to operate at the highest levels of professionalism with senior leaders and executives, as well as our clients and partners. The top performance measure of this role is constant improvement of client engagement and retention predictability for their segment of the client base.

Essential Functions:

• Educate the client on the benefits of the program through comparison tools, relevant articles, and company-provided training materials.
• Engage clients in their program through account reviews and strategic e-marketing campaigns.
• Provide proactive account maintenance and timely resolution of issues.
• Respond, as needed, to internal requests made by other departments. Perform specialized tasks, which may include but are not limited to:

- Process draft and/or enrollment plan changes
- Add or remove debt from the client’s program
- Run and track dialer campaigns and other client outreach efforts
- Assist clients applying for loans through our business partners

• Ability to communicate clearly, effectively, and positively with those around you
• Familiarity with CRMs and related tools
• Exemplifies client centricity by serving customers above and beyond their expectations
• Broad based knowledge of basics of consumer borrowing, credit, and collections

Required Competencies:

• Quick learner - Ability to grasp new concepts and technology quickly
• Minimum 2 years debt settlement experience
• Experience prioritizing time allocations based on anticipated value add for clients in a fast-paced and changing environment.
• Terrific relationship building skills with internal and external stakeholders.
• Demonstrated ability to manage a large portfolio of accounts.
• Experience in the debt settlement industry.

Preferred Competencies:

• Bilingual in English and Spanish
• Ability to work methodically in a fast-paced, high-energy environment.

Preferred Education and Experience:

• High school diploma or equivalent
• 2-3 years’ of customer service, experience building relationships and navigating challenging circumstances with positive retention rates

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Travel requirement:

• No travel

Ability to commute/relocate:

• Irvine, CA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please provide a brief statement explaining your knowledge of consumer debt and/or debt settlement.

Experience:

• Debt Settlement: 1 year (Preferred)

Work Location: One location