Client Success Agent

National Debt Relief, LLC.

2d•Remote

About The Position

In the Client Success Agent role, you’ll bring courage into every conversation, empowering clients with the confidence to take control of their financial future. Your compassion and expert guidance will inspire resilience and progress throughout their debt relief journey. The Client Success Agent provides exceptional voice support in an unscripted environment for clients enrolled in the company’s debt settlement program. A typical day includes handling inbound and outbound calls regarding complex financial situations, maintaining accurate account documentation, and building strong rapport with clients. By exemplifying the company’s core values, Client Success Agents help drive high satisfaction and ensure clients receive the best possible service experience. This position has an expected start date of 5/11/2026. This is a full-time remote role. We are currently hiring for positions in AZ, FL, GA, MI, NC, NV, OK, PA, SC, TN, TX, and UT. The Client Success Agent role includes two levels that reflect increasing proficiency, scope, and responsibility: Client Success Agent I – Developmental stage focused on mastering core responsibilities. Agents are expected to complete required training and demonstrate proficiency within the first four months in order to progress to Client Success Agent II. Client Success Agent II – Applies advanced knowledge and manages more complex client scenarios, including legal and escalation related matters. We are seeking individuals who are available for the following 8 hour shift scheduling options. Scheduling decisions are based on business need and will be confirmed prior to hiring. Sunday to Thursday from 9am to 6pm EST Tuesday to Saturday from 9am to 6pm EST Monday to Friday from 1pm to 10pm EST Monday to Friday from 12pm to 9pm EST Monday to Friday from 10am to 7pm EST

Requirements

High school diploma or equivalent required; Bachelor's degree preferred.
Minimum 2 years in a customer service or relationship-based support role required.
Ability to de-escalate vulnerable clients using empathy and active listening.
Strong working knowledge of client service processes and use of internal knowledge bases.
Exceptional attention to detail; strong organizational and multi system navigation skills.
Strong critical thinking and problem-solving abilities.
Ability to remain calm, confident, and professional when handling complex issues.
Proficiency in Microsoft Excel and Office.
Ability to clearly explain debt settlement program details.
Ability to recall and accurately document detailed client conversations in Salesforce.
Computer competency and ability to work with a computer
Prioritize multiple tasks and projects simultaneously
Exceptional written and verbal communication skills
Punctuality expected, ready to report to work on a consistent basis
Attain and maintain high performance expectations on a monthly basis
Work in a fast-paced, high-volume setting
Use and navigate multiple computer systems with exceptional multi-tasking skills
Remain calm and professional during difficult discussions
Take constructive feedback
Available for full-time position, overtime eligible if classified non-exempt

Nice To Haves

Financial services or banking experience preferred.

Responsibilities

Utilize CRM software (Salesforce) to respond to client calls and address concerns.
Resolve client inquiries and complex financial situations using empathy, confidence, and subject matter knowledge.
Document client discussions clearly and concisely.
Present settlement proposals to clients for approval.
Guide clients toward next steps to progress toward their financial goals.
Escalate and direct clients to leadership or other departments as needed.
Complete required Client Success Agent training and demonstrate proficiency in core responsibilities.
Handle standard client inquiries and occasional legal overflow using foundational legal training.
Build proficiency in client de escalation, solutioning, and problem resolution.
Strengthen competency across systems, process navigation, and documentation accuracy.
Apply knowledge gained through successful completion of Client Success Agent I responsibilities.
Primarily manage legal, pre legal, lawsuit, summons, and creditor escalation calls.
Conduct complex de escalations with distressed or high stakes client situations.
Interpret legal documentation and provide accurate next step guidance.
Maintain elevated compliance standards and documentation accuracy.
Serve as a subject matter resource on legal workflows, high risk patterns, and escalation trends.