Job Description

CLIENT SUCCESS MANAGER

CreditAssociates – Plano, TX

JOB DESCRIPTION

CreditAssociates, a successful and rapidly growing consumer financial services company located in Plano, Texas, seeks a CLIENT SUCCESS MANAGER with a customer service background, call center operations experience, and strong financial acumen to lead a team which is a one-stop debt settlement resource for our clients. This successful candidate will help build engagement with our clients, leveraging data and insights to inform fact-based decisions with laser focus on client experience. Our Client Success Manager will plan and implement client success initiatives and will partner cross functionally with the Marketing, Sales, and Settlement teams to drive execution. This role will be responsible for leading a team of client-facing representatives and partner heavily with settlement negotiators within our contact center. This leader’s team will serve all our client accounts, ensuring we our clients receive a professional debt settlement strategy, customized for their specific situations.  The focus of this leader is to retain as much of our clients’ originally enrolled debt from the day our clients enroll in our program until the day they graduate – when they can finally live debt-free.

COME JOIN US!

We are a premier debt resolution company which provides a fresh financial start for individuals with overwhelming debt problems. We live our credo, Carpe Diem (“Seize the Day”) and we do this each and every day. Our company growth is a direct reflection of the passion and dedication of our various teams. If you are looking for a unique career opportunity in a dynamic, growing and positively charged, high performance culture -- we urge you to consider joining our family. We reward success and hard work!

We invite you to join us at: https://jobs.jobvite.com/creditassociates

RESPONSIBILITIES:

• Manage and direct all aspects of inbound contact center operations.
• Implement and review contact center inbound policies and procedures.
• Develop and monitor quotas for service volume and timeliness.
• Responsible for recruiting, performance evaluation, training, and development.
• Manage operations for a portfolio of clients consisting of unsecured consumer credit accounts.
• Motivate, coach and counsel client-facing representatives and coordinate closely with settlement negotiators, specifically using speed to debt settlement offer as a loyalty tool.
• Determine key motivators, success metrics and KPIs; forecast/identify areas of opportunity and share top client loyalty behaviors.
• Analyze loyalty data, identify trends, and define approaches to proactively retain enrolled debt.
• Creatively discuss/resolve complex credit issues, including an understanding of the legal process (foreclosure, litigation, bankruptcy, FDCPA, DTPA, etc.).
• Coordinate with client success representatives regarding any documents, legal offers or instructions needed to achieve a timely resolution of client accounts.
• Maintain discretion and confidentiality in all phases of handling sensitive data or account information.
• Daily reporting, case management, and task approval/execution for senior leadership and for direct reports.
• Measure and manage to daily, weekly, monthly, quarterly loyalty performance with client accounts.
• Measure and manage daily call center operations for productivity performance with a mixture of inbound and outbound contacts, as well as offline follow-up/case management.
• Communicate key messages effectively to ensure that direct reports are well-informed about procedures that may impact them or their clients.
• Handle escalated clients personally and develop reps regarding de-escalation skills.
• Identify continual improvements to process/policy/procedure, including cross-functionally, which will help our clients and our company achieve goals.
• Manage workload effectively, with an eye for efficiency – continuously looking at opportunities to reduce workload (call elimination, automation of manual work, call deflection, digitization of service, etc.).

CHARACTERISTICS:

• Performance driven and action-oriented
• Possesses sound financial acumen with the ability to communicate ideas in an efficient way
• Ability to continuously build trust with sophisticated clients in a fast paced, unpredictable environment
• Demonstrated ability to work collaboratively in a team environment
• Ability to handle sensitive issues calmly and effectively
• Works independently with minimal oversight to provide clear direction
• Exhibits outstanding attention to detail and commitment to follow-through
• Flexibility and ability to meet changing business demands
• Thrives working in fast-paced, high-volume environments
• Provides superior customer service
• Ability to successfully multi-task and independently prioritize tasks
• Consistently exercises a high degree of initiative and thoughtful independence
• Superior communication, presentation, and organizational skills
• Excellent customer service and relationship building skills

REQUIREMENTS:

• Bachelor’s degree required
• Minimum 5+ years of call center experience in financial services and/or debt settlement
• Minimum 3+ years of experience in a highly customer-focused, service-minded, and detail-oriented supervisory role
• Technical skillset with Microsoft Office (Excel, PowerPoint, and Word), as well as other cloud-based telephony and client/call data
• Experience with contact center operations telephony & workforce tools – IVR design & routing, AI, workforce automation, etc.
• Ability to work varied hours with a flexible schedule, including evening hours
• Financial literacy is important, especially regarding the consumer finance industry
• Experience with SalesForce case management and report development
• Knowledge of unsecured debt collections processes, specifically legal consequences by state for non-payment of unsecured debt
• Experience with developing and/or implementing client loyalty initiatives

COMPENSATION:

• Total cash compensation (salary + bonus) of approximately $70,000 - $90,000 per year

BENEFITS:

• Excellent benefits, including Medical, Dental, Vision and company paid Life Insurance.
• Generous 401k plan with aggressive company match.
• Convenient location near Legacy West.
• Relaxed yet fast-paced work environment including business-casual dress code.

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All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Company Description

CreditAssociates, LLC is a Plano (Legacy business district), Texas-based debt settlement agency that has helped tens of thousands of people in the United States get on the path of freedom from debt. With over 14 years’ experience in debt relief, the CreditAssociates team’s commitment to innovation and relentless pursuit of client satisfaction has positioned them as a market leader within the industry.