***HYBRID ROLE***

The Consumer Service Agent provides exceptional customer service to our clients and service companies over the phone as well as through a ticket system. Provide additional support to our debt settlement operations functions through daily reconciliation of transactions and resolve related issues. Communicates with the operations team and information technology department to develop efficient processes that support appropriate controls. Provide in-depth feedback in daily functions as well as special projects to support decision-making by management.

Duties and Responsibilities include but are not limited to the following:

COMMON CORE ROLES

• Provide an impeccable level of customer service to DPG’s clients and servicing companies.
• Field and resolve client calls, emails, and tickets.
• Field and resolve servicing company(s) calls, emails, and tickets.
• Review and assist in client account maintenance, scheduled transactions, and audit files.
• Maintain composure; even when juggling multiple inquiries, you remain conscious of our client’s financial situation and the fast-paced needs of the servicing companies.
• Outgoing and sociable; willing to wear multiple hats and work on projects of all types.
• Be a savvy, tactful and graceful communicator - you intuitively find the right tone in every situation.
• Meticulous and vigilant, with keen attention to detail.
• Independent, diligent self-starter who is comfortable taking on a high level of responsibility.
• Perform special research, analysis, and projects as directed.
• Identify, document, and communicate best practices to simplify and standardize the client process flow.
• Develop a strong understanding of internal systems and the integrity of data that flows through them.
• Participate in team meetings to discuss current business updates, priorities, issues.

ADDITIONAL RESPONSIBILITIES

• Quick learner, easy to work with, and a team player.
• Excellent written, verbal, and listening skills.
• Detail-oriented, timely, adaptable, and flexible to ensure business success.
• Ability to analyze a high volume of data.
• Ability to communicate effectively, both verbal and written.
• Ability to organize work independently and consistently achieve reporting deadlines.
• Strong computer skills (Word, Excel, G-mail).
• Willingness to assist others.
• Detail-oriented, well-organized, self-motivated, with the ability to multi-task.
• Ability to work in a fast-paced environment.
• Positive attitude and ability to foster strong inter-departmental working relationships.
• Versatility and a willingness to work within constantly changing priorities.
• Maintains and directs all computer systems and adapts programs to changing needs.