What are the responsibilities and job description for the Intake Specialist- Night Shift position at American Consumer Credit Counseling?
The Intake Specialist is the first point of contact for individuals seeking support. This role handles inbound calls, gathers key information, creates accurate intake records, and routes callers to the right internal teams. The work requires strong communication skills, attention to detail, and a calm, customer-focused approach. Primary Duties and ResponsibilitiesThis job description does not limit management’s ability to assign or adjust duties and responsibilities at any time.· Answer a high volume of incoming calls from individuals seeking financial education or credit counseling support.· Natural ability to build trust and rapport with clients from various backgrounds.· Be empathetic, a good listener, and comfortable having sensitive conversations about personal finances.· Ability to connect with people, understand their challenges, and guide them with compassion and clarity toward financial solutions.· Collect required intake details and document them accurately in the system.· Identify caller needs and route to the appropriate department or resource.· Verify and update client information to ensure data accuracy.· Follow established scripts, workflows, and compliance requirements.· Handle basic inquiries and provide general information as needed.· Escalate urgent or complex situations to a supervisor or designated team.· Maintain service-level standards around call quality and response times.· Protect confidential information and follow all privacy guidelines.Position Qualifications · Education: High School Diploma or equivalent required· Experience: Minimum of one year customer service experience, with at least six months in a call center or phone-based environment. Skills & Abilities: · Basic computer knowledge.· Prior call center, customer service, or front-line support experience preferred.· Strong verbal communication and active listening skills.· Comfortable navigating multiple systems/screens while speaking with callers.· Solid data entry accuracy and speed.· Ability to stay calm, organized, and focused in a fast-paced environment.· Reliable attendance and consistent performance.· Demonstrate telephone etiquette, time management, and attention to detail· Ability to work independently and interact with a team in a remote environment· Reliable internet connection and a quiet, dedicated workspace for remote work· Ability to comprehend verbal and written information and respond effectively to clients and colleagues Working Conditions · Lifting & Physical Requirements: Employees may need to sit or stand for extended periods during the workday. The role may require occasional reaching, bending, or lifting of materials up to 15 pounds. Proper ergonomics and workspace setup are encouraged to ensure comfort and safety.· Work Environment: A quiet, dedicated workspace is required, free from distractions, to effectively perform job duties. Employees must maintain a professional environment for virtual meetings and client calls. Reliable internet access and a functional computer or device are essential for performing job functions.· Equipment and Tools: The company provides all necessary equipment, including a computer, phone, headset, and other tools required to perform job duties remotely. Employees are responsible for maintaining a reliable internet connection to ensure smooth performance of job functions.· Work Schedule and Availability: Employees must adhere to their designated work hours and be available for scheduled meetings, calls, and tasks, unless time off or schedule adjustments have been approved in advance. Employees are also responsible for keeping their schedule up to date and notifying their supervisor of any changes to their working hours. Physical Requirements: Prolonged sitting at a desk and working on a computer (up to 8 hours/day)Talking on the phone for extended periods of timeFrequent use of hands/fingers for typing and operating a keyboard, mouse, and phoneAbility to wear a headset for extended periodsVision sufficient to read computer screens and documentsHearing sufficient to understand customer conversations via phoneOccasional walking or standing, depending on office layout or home setupLifting up to 10-15 lbs., such as small office supplies or materials (optional; depends on setting)Hours: Monday- Thursday, 5:00 pm - 10:00 PM EST and Saturday 5:00 PM- 10:00 PM EST.
Salary : $20