[Hiring] Client Success Agent @National Debt Relief

Role Description

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
• Building strong rapport with clients

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:

• 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

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.

Level Distinction

• Client Success Agent I – Development Track (Level 1)
  • 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.
• Client Success Agent II (Level 2)
  • 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.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.
• Minimum 2 years in a customer service or relationship-based support role required.
• Financial services or banking experience preferred.

Requirements

• To qualify for Client Success Agent II, individuals must:
  • Successfully complete all components of the Client Success Agent I role, including required training.
  • Demonstrate proficiency in core responsibilities and sustain performance expectations.
  • Complete up to four months of experience as a Client Success Agent I (inclusive of training and production time).
  • Meet expectations outlined in the evaluation criteria for advancement (training performance, production trends, and legal upskilling assessment).

Required Skills/Abilities

• 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.

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. The salary for this position is $20/hr + eligible for performance-based bonuses.

Benefits

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to your earned wages at any time before payday