Welcome Call Specialist - Bilingual (Spanish)

Summary

The Welcome Call Specialist plays a key role in ensuring a positive and seamless experience for clients who have recently enrolled in our debt settlement program. This position involves both inbound and outbound calls to welcome clients, resell the benefits of the program, and ensure they fully understand the services they've signed up for. By providing clear, empathetic, and informative communication, the Warm Welcome Call Specialist helps set clients up for success on their financial journey.

Essential Duties and Responsibilities :

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Conduct warm welcome calls to newly enrolled clients, ensuring they understand program details and benefits.
• Make outbound calls to clients who were not transferred directly from their account executive to complete the welcome process.
• Build positive, trusting relationships with clients by providing exceptional customer service and reinforcing program value.
• Clearly explain the debt settlement program, answer any questions and address concerns with professionalism and empathy.
• Ensure client expectations are aligned with program goals and processes.
• Identify and escalate any client issues or concerns to the appropriate department when necessary.
• Make necessary changes to the client's program as needed.
• Document all client interactions and call outcomes according to standard operating procedures.
• Maintain a strong knowledge of our debt settlement services and policies.
• Collaborate with internal teams to enhance the overall client experience.

Required Skills / Abilities :

Education & Experience :

This job description does not state or imply that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Alperstein & Associates is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.