Customer Service Representative

Job Description

Job Description

We are looking for an onsite Customer Service Representative to support client account servicing and inbound call operations for a services organization in Bremerton, Washington. This Long-term Contract position focuses on maintaining accurate debt management account information, assisting with payment-related updates, and delivering responsive service to clients and internal teams. The ideal candidate brings strong call center experience, careful attention to detail, and the ability to manage sensitive information effectively.

Responsibilities:

• Manage assigned service requests from counselors, leadership, and payment support staff, ensuring updates are completed accurately and on time.

• Contact clients for scheduled payment reminders and perform routine account evaluations to confirm information remains current.

• Handle creditor-related account maintenance, including balance updates, creditor additions or removals, proposal status checks, and any necessary client follow-up.

• Support inbound call coverage during peak periods by responding to queued calls, directing clients to available counselors, or continuing the discussion when transfer options are unavailable.

• Apply permanent or short-term payment adjustments to debt management plans based on approved requests from counselors or clients.

• Update client banking details within debt management accounts and help investigate payment issues, resolving straightforward matters or escalating them to the appropriate team.

• Review newly activated enrollments from the prior day, verifying budgets, creditor details, asset information, co-applicant Social Security data, and account setup accuracy.

• Check account parameters for designated financial institutions during activation and notify counselors when submitted financial details fall outside established guidelines.

• Document all actions thoroughly, complete a quality review on each account handled, and escalate complaints or complex account concerns to a supervisor when needed.

• Participate in required meetings, respond promptly to internal inquiries, and follow established service procedures, work aids, and compliance standards at all times.

• Previous experience in a call center or customer service environment with a strong focus on inbound support.
• Ability to communicate clearly and professionally in both written and verbal interactions.
• Comfortable using customer service software and standard office tools to manage account activity and documentation.
• Typing speed of 45 to 60 words per minute with strong accuracy in data entry.
• Proven ability to handle confidential information with discretion and professionalism.
• Strong organizational skills with the ability to manage multiple tasks and follow detailed procedures consistently.
• Dependable attendance, flexibility with changing daily priorities, and willingness to learn new processes and responsibilities.
• Ability to address questions or concerns from clients and internal staff in a calm, solution-oriented manner.