Digital Correspondence Specialist

About The Role

Our Client Success department serves as the primary point of contact for clients enrolled in Beyond Finance’s financial hardship programs. Our Digital Correspondence Specialists serve as a resource for our high priority clients and act as an ambassador to provide the connection between our Sales and Operations teams. Our Digital Correspondence Specialists constantly consider the  client’s perspective and use it to guide their interactions.

This role will use "second-to-none" communication skills to proactively engage pre-defined subsets of clients via digital communication channels (primarily instant message & email) to ensure those clients are having an ideal experience and that their programs are progressing as expected. Digital Correspondence Specialists are problem solvers who use their in-depth understanding of how our debt resolution process works, to identify and resolve any circumstances that impact a client’s experience and program results.   

As a Digital Correspondence Specialist, you will complete a 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 Digital Correspondence Specialist role is a remote position. 

What You’ll Do

• Above all else, provide best-in-class customer service by responding to client requests and concerns via digital communication channels
• Use a suite of tools (e.g CRM, Google Workspace & Instant Messaging Software) and strong time management skills to engage with clients, 
• Through demonstrated problem solving, can analyze client problems and provide information and solutions in a personalized and efficient manner
• Thoroughly documents request outcomes for accurate tracking and analysis
• Work efficiently and effectively, both as a team and independently
• Develops and maintains 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
• Utilizes appropriate resource materials to effectively and accurately interpret‚ respond and resolve client inquiries and problems
• Employs strong interpersonal skills to handle difficult client concerns courteously and professionally
• Work cross-functionally with other employees and/or departments to solve client pain points
• Operates a desktop computer to obtain and extract information; documents information, activities and changes in the CRM database (Client Relationship Management System) for client accounts

What We Look For

• 2-4 years experience in sales or customer service 
• 1-2 years experience interacting with new clients or escalated clients
• Bachelor’s Degree, preferred
• Bilingual - Spanish (a plus) 
• Must be able to work 10a-7p PT shift (discussion required)
• Strong customer service orientation
• Strong communicator: Includes listening, verbal & written communication 
• Supports team/department collaboration & inclusion
• Effective problem solver
• Effective at time management, planning & organizing tasks and time
• Ability to understand and empathize with customer issue(s)
• Compassionate customer service mindset
• Ability to use various communication styles when interacting with clients
• Ability to work from home in a distraction free environment
• Reliable Internet connection