Job Description
AFC Client Success Specialist
Location: Remote
At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 200,000 clients on their path to a debt-free life.
While we’re proud of what we’ve already accomplished (over $1 billion in resolved debt), we’re searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
As a Specialty Client Success Representative, you will complete a 4 week training program to become an expert in our financial hardship programs. After you successfully complete training, you will be responsible for providing superior customer service and a positive experience to our clients. The Specialty Client Success Representative role is a remote position.
What You’ll Do
- Above all else, provide a best-in-class customer service experience over the phone by responding to client requests, anticipating unstated needs, and educating them on our programs
- Through demonstrated effective listening, analyze client problems and provide information and solutions in a timely and efficient manner
- Employ strong interpersonal skills to handle difficult calls courteously and professionally
- Thoroughly document request outcomes for accurate tracking and analysis
- Work efficiently and effectively to independently resolve client requests, both as a team and independently
- Develop and maintain positive client relations and coordinates with other departments within the company to ensure client requests and questions are handled appropriately and in a timely manner
- Operate a desktop computer to obtain and extract information; documents information, activities and changes in the CRM database (Client Relationship Management System) for client accounts
- Utilize appropriate resource materials to effectively and accurately interpret respond and resolve client inquiries and problems
- Handle a high volume of clients in a work from home call center environment
What We Look For
- 1-2 years in sales or customer service; Contact and/or Call Center background, a bonus
- Bachelor’s Degree, preferred
- AFC Certification Required
- Bilingual – Spanish (preferred / not required)
- Technical proficiency with Client Relationship Management system (CRM)
- Strong customer service orientation
- Strong communicator: Includes listening, verbal & written communication, courteous and professional active listening skills is a must
- Effective problem solver
- Effective at time management, planning & organizing tasks and time
- Ability to understand and empathize with customer issue(s)
- Ability to work from home in a distraction free environment
- Reliable, High Speed, Internet connection
Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Hybrid work models
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training