Description
CreditAssociates, a leading direct-to-consumer financial services company based in Plano, TX, is seeking a Resolution Specialist to play a pivotal role in revolutionizing our Client Success Team. As part of our newly formed team dedicated to addressing the digital needs of our valued clients, you'll have the exciting opportunity to provide top-notch assistance through various channels. From promptly responding to client emails and engaging in live chat interactions to gathering valuable feedback through client surveys, your expertise will be instrumental in delivering exceptional service.
Additionally, as a Resolution Specialist, you will have the opportunity to handle sensitive client matters, ensuring their satisfaction and resolving any issues they may encounter. This may involve addressing escalations, handling formal complaints, and assisting with special projects that support our dedicated Client Success Operations Team. Your expertise and attention to detail will be key in providing exceptional service and maintaining strong client relationships.
What to Expect from Credit Associates:

• A mission, purpose and culture driven company. We believe life is lived better debt-free
• A company committed to developing and promoting our people from within
• Fast track growth opportunities based on your learning curve and performance, not tenure
• Exceptional starting compensation of $65K to $80K in your first year
  • $50,000 to $55,000 base plus monthly bonuses totaling up to $28,000 annually
• Additional compensation offered for bilingual candidates (English/Spanish)
• Companywide functions include weekly lunches, recognition programs and lifestyle events
• Excellent benefits, including Medical, Dental, Vision and company paid Life Insurance
• Generous 401k plan with aggressive company match
• Flexible schedule that meets a positive work/life balance
• Convenient and updated office location in Plano, TX

What we expect for the right candidate:

• You have strong problem-solving skills and a demonstrated ability to think systematically and holistically to provide innovative customer solutions
• You possess excellent communication (both written & spoken) skills and are comfortable handling highly emotional clients
• You possess exceptional organization skills, time management skills, and have the ability to prioritize tasks and assignments with a strong attention to detail
• You have refined influencing and negotiating skills to manage sensitive and challenging client situations
• You take initiative, set personal goals working independently, and are excited by the idea to work for a company who promotes based on performance, not tenure
• You are an excellent communicator and good listener who can multitask
• You are patient and skilled at asking open ended questions to uncover customers' needs, and offer specific solutions tailored for each situation
• You are innately empathetic, able to express empathy for our clients' situations and concerns and leave a positive impression on every customer interaction.
• You are dependable and follow-through with your commitments

Responsibilities:

• Ensure high level client satisfaction while providing a world-class client experience.
• Motivate and retain clients to graduate from our program to achieve their goal of becoming debt free.
• Resolve client concerns by asking probing questions to understand their concerns, reselling the benefits of the program in a way that is tailored to their concerns, and revisiting their goals and reasons they desire to be debt free (the big picture)
• Communicate clearly and confidently with clients regarding financial, debt and credit-related questions.
• Cultivate and maintain client relationships to deescalate tension and emotion.
• Provide information, support, and counseling to clients in an upbeat professional manner.
• Meet call flow requirements, productivity metrics, KPI goals and schedule adherence.
• Maintain client information utilizing business software systems, training, and tools.
• Support and communicate with team members professionally and respectfully.
• Contribute to building a positive team culture

Qualifications:

• Must be comfortable and very skilled with overcoming objections, selling program benefits, problem solving and emotional resolution
  • If you are not, please do not apply.
• 1 year of account management, retention or sales required
• Experience in fast paced call center environment preferred
• Financial services related experience a plus, not required
• Bilingual (English/Spanish) a plus and receives additional compensation
• Proficiency with Microsoft Office Suite and basic computer operations skills required, Experience using Salesforce and Vonage preferred
• High school diploma or equivalent education required, Bachelor's degree a plus

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
Come Join Us!
We are the premier debt resolution company which provides a fresh financial start for individuals with overwhelming debt problems. We live our credo, Carpe Diem ("Seize the Day") and we do this each and every day. Our company growth is a direct reflection of the passion and dedication of our various teams. If you are looking for a unique career opportunity in a dynamic, growing and positively charged, high performance culturewe urge you to consider joining our family. We reward success and hard work!
We invite you to join us at https://jobs.jobvite.com/creditassociates