ClearPoint

Credit Counseling Solutions

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Call Center Client Service Representative:
Los Angeles, CA

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Title:Client Service Representative - Call Center - Level 1

Location:Los Angeles, CA

Job Classification:Non-Exempt Employee

Date of Position Posting:October 28, 2009

Purpose and Objective

Provide premier, quality, customer service assistance in a call center environment using Solutions Focus Techniques. Identify financial issues and appropriately transfer client to a Financial Specialist or set up appropriate counseling appointment.

Essential Job Functions

Receives and handles incoming telephone calls from consumers, clients and creditors with expectations to meet call center answer rate goals (goal of 97% answer rate daily).
Educates prospective clients (consumers) regarding services of the company and identifies financial issues using solutions focus techniques.
Responsible for transferring client (if immediate telephone session) to appropriate Financial Specialist or sets up appropriate counseling session.
Acts as a customer service representative for existing clients assisting in updating balances, setting up review appointments with the Financial Specialist, or providing general information.
Other duties as assigned

Knowledge, Skills & Abilities Required

Previous experience or a general understanding of a call center environment
Excellent customer service, communication, and organizational skills
Excellent listening skills. Must possess the ability to connect with the client, reassuring them, and offering assistance in helping them seek appropriate financial solutions
Ability to adhere to schedule compliance and receptive to accommodating scheduling needs
Strong computer skills with the ability to navigate throughout the database
Strong team player with a positive attitude
Ability to endure a fast pace environment

Last year my sister was diagnosed with Alzheimer’s disease and was unable to take care of her personal affairs. It was quite a struggle trying to make the creditors understand… the harassing phone calls at home, threatening letters… but our counselor helped us immensely. Our family just wanted to take a minute and thank her and to let you know what a great person you have working with and for your agency.

- B.W.