Client Success Agent II

Overview 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. Position Details Expected start date: 6/15/2026. Full-time remote role. Hiring for AZ, FL, GA, MI, NC, NV, OK, PA, SC, TN, TX, and UT. Shift scheduling options (8 hour shifts): 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 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. Education and Experience 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. Required Skills and Abilities 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. Additional Role Qualifications 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 Compensation Information The salary for this position is $21/hr plus eligible for performance based bonuses. Salary ranges are determined by role, level, and location and are provided in compliance with NYC law and the laws of other jurisdictions that require a salary range in job postings. Benefits Generous Medical, Dental, and Vision Benefits 401(k) with Company Match Paid Holidays, Volunteer Time Off, Sick Days, and Vacation 12 weeks Paid Parental Leave Pre-tax Transit Benefits No-Cost Life Insurance Benefits Voluntary Benefits Options ASPCA Pet Health Insurance Discount Wellness Incentive Program Equal Opportunity Employer National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. #J-18808-Ljbffr National Debt Relief, LLC