Customer Success Assosciate

Company Description Consumer Debt Counselors, Inc. is a nonprofit credit counseling and HUD-approved housing counseling agency dedicated to financial education and problem resolution. Since 1998, the organization has helped individuals and families better understand credit reports, manage unsecured debt and student loans, and navigate mortgage rights and options. Its programs focus on responsible credit use, household money management, and building net worth through asset development. In addition to credit and housing counseling, Consumer Debt Counselors, Inc. offers student loan advisement, bankruptcy counseling, and debtor education. The organization is recognized as a trusted voice in consumer financial education and support.

Role Description This is a full-time, on-site Customer Success Associate role based in Winter Park, FL. The Customer Success Associate will serve as a primary point of contact for clients, responding to inquiries by phone, email, and online messaging.

You will:

• Correctly identify issues you can resolve proactively versus circumstances where the customer needs to speak directly with a credit counselor.
• Resolve issues with customer accounts and debt management proposals (DMPs).
• Maintain or update records of customer account activity, including financial transactions, correspondence, documents, or customer inquiries.
• Send new or amended DMP proposals to creditors on behalf of our credit counselors, add or remove accounts to existing DMPs, and work with counselors and customers to ensure that they are up to date on any changes to the details of DMPs.
• Conduct customer onboarding calls to welcome new DMP participants, validate their account data, and clarify their comprehension of the DMP process and timeline.
• Set up new customers with the agency's ACH payment processor and modify pending transaction details as necessary.
• Work with customers and creditors to verify account information, update account balances, and obtain payoff balances.
• Investigate missing checks, payment histories, held funds, returned checks, or other related issues to resolve customer and creditor problems.
• Accurately note all customer accounts.
• Perform clerical tasks, such as scanning account statements and other documents or filing.

Qualifications

• Demonstrated strength in customer-facing interactions, including Customer Engagement and Customer Support, with a focus on empathy and professionalism.
• Proven ability to foster Customer Satisfaction and support Customer Retention through proactive communication and relationship-building.
• Strong Analytical Skills to review client information, identify needs or issues, and support data-driven recommendations.
• Excellent verbal and written communication skills, including active listening and clear, respectful explanations of complex financial topics.
• Ability to work on-site full-time in Winter Park, FL and collaborate effectively with a multidisciplinary team.
• High level of integrity, confidentiality, and respect for clients from diverse backgrounds.
• Proficiency with basic office software (e.g., email, spreadsheets, CRM or case management tools); prior experience in customer service, financial services, or nonprofit environments is a plus.
• High school diploma or equivalent required; additional education or training in finance, counseling, or a related field is beneficial.