Sr. Customer Success Representative

Responsibilities

• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products
• Handle advanced and/or escalated calls, typically focused on collections or customer service activity; must demonstrate an advanced level of problem-solving
• Perform all tasks and other associated duties strictly complying with FDCPA rules and guidelines
• Aids in training agents and/or provides input to the appropriate manager regarding training opportunities
• Hold a high bar for support when owning customer interactions
• Collaborate with members of other teams to root out answers and be a resource to teammates
• Maintain department goals and standards

Qualifications

• High School diploma or GED
• Working knowledge within Windows Operating Systems or equivalent
• Thrives in a fast-paced, high-volume environment
• Proficient with technology and using multiple systems
• Possesses a high level of understanding, patience, and empathy
• Ability to navigate more difficult conversations/interactions with professionalism
• Commitment to continuous growth and learning
• Ensures privacy and security practices are always followed