Customer Experience Specialist (Digital)

Summary Description:

As a Customer Experience Specialist you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts.

If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Duties and Responsibilities:

• Utilize excellent written and verbal communication skills to interact clearly and concisely with customers with the aim of providing a world-class customer service experience.
• Interact with customers through inbound channels including live chat, email, SMS and voice.
• Analyze customers’ concerns to understand why they are reaching out to us. Be able to acknowledge customers' concerns, clarify the issue, determine the cause of the problem, select and explain the best solution and, if necessary, follow up to ensure resolution.
• Recommend potential process or technology improvements to internal InDebted teams based on daily interactions with customers.
• Align behaviors with InDebted’s values.
• Comply with applicable laws, regulations, policies, and procedures.
• Help thousands of customers on their debt free journey, using your deep understanding of our product and their situation to help reach the best outcome and turn their experience into a positive event.
• Actively participate in training initiatives to grow your skills and knowledge, for both this role and future opportunities.
• Meet and exceed key metrics:Productivity: 85%+Quality: 90+

Experience and Skills:

• Self-motivated and resourceful - You should possess critical thinking and problem solving skills to provide the highest level of service to customers.
• Highly dependable and flexible.
• A high level of proficiency with utilizing web-based tools to interact with customers and document steps taken.
• Ability to successfully multitask and interact with up to 5 different customers simultaneously through various digital channels.