AFC Client Success Specialist

As a Specialty Client Success Representative, you will complete a 4 week training program to become an expert in our financial hardship programs. After you successfully complete training, you will be responsible for providing superior customer service and a positive experience to our clients. The Specialty Client Success Representative role is a remote position.

What You’ll Do

• Above all else, provide a best-in-class customer service experience over the phone by responding to client requests, anticipating unstated needs, and educating them on our programs
• Through demonstrated effective listening, analyze client problems and provide information and solutions in a timely and efficient manner
• Employ strong interpersonal skills to handle difficult calls courteously and professionally
• Thoroughly document request outcomes for accurate tracking and analysis
• Work efficiently and effectively to independently resolve client requests, both as a team and independently
• Develop and maintain positive client relations and coordinates with other departments within the company to ensure client requests and questions are handled appropriately and in a timely manner
• Operate a desktop computer to obtain and extract information; documents information, activities and changes in the CRM database (Client Relationship Management System) for client accounts
• Utilize appropriate resource materials to effectively and accurately interpret‚ respond and resolve client inquiries and problems
• Handle a high volume of clients in a work from home call center environment

What We Look For

• 1-2 years in sales or customer service; Contact and/or Call Center background, a bonus
• Bachelor’s Degree, preferred
• AFC Certification Required
• Bilingual - Spanish (preferred / not required)
• Technical proficiency with Client Relationship Management system (CRM)
• Strong customer service orientation
• Strong communicator: Includes listening, verbal & written communication, courteous and professional active listening skills is a must
• Effective problem solver
• Effective at time management, planning & organizing tasks and time
• Ability to understand and empathize with customer issue(s)
• Ability to work from home in a distraction free environment
• Reliable, High Speed, Internet connection