Customer Care Coach-Work From Home

[tam2005]

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Description In partnership with other areas of the DRP Team, the DRP Customer Care Specialist is responsible for providing on-going support to CareOne DRP clients. The DRP CCS utilizes refined listening and relationship building skills, along with an in-depth knowledge of the Debt Resolution Program, procedures, products and systems, to help ensure the client’s success on the prescribed program by providing outstanding customer service.

Essential Duties & Responsibilities
• Acquires and maintains the technical and professional knowledge and skills required to effectively to provide a full array of services to clients. Develops and maintains a general understanding of all CareOne products along with a thorough, detailed understanding of the DRP product.
• The DRP CCS solidifies a positive customer relationship through outbound calls to all new DRP customers.
• Ensures the resolution of client and/or account issues either directly or indirectly utilizing a variety of available resources.
• Follows up, as required, to confirm that account questions or issues have been resolved appropriately.
• Works closely with other DRP Team members and/or other CareOne teams, as appropriate, to respond to client needs and/or issues.
• Follows all processes and procedures to ensure compliance with internal operating procedures and external compliance requirements. Implements, organizes and retains all updates to Standard Operating Procedures.
• Works to achieve one-contact resolution, while identifying opportunities to optimize the client’s experience.
• Responds to all questions and inquiries within established expediency and quality standards while providing complete, accurate, and professional service.
• Summarizes and confirms the action(s) taken or to be taken to resolve the client’s problem. Records all required information in client record.
• Independently, identifies and utilizes proper resources to follow-up on open and/or unresolved items in a timely manner.
• Influences clients to remain enrolled in the prescribed program through effective problem-solving and offering alternatives (if necessary), soliciting the assistance of/transferring to the Solutions or Advisory team as required.
• Works collaboratively in referring calls requiring more specialized attention to the appropriate area, including the FFC, FP Financial Mortgage Company, Debt Resolution Program and other product or service areas, and follows up as appropriate to ensure timely resolution.
• Markets the benefits of participating in the DRP program (and/or other products and services offered by our network of service providers) to support CareOne business relationships.
• Identifies opportunities to improve department processes and presents process improvement initiatives to appropriate CareOne management.
• Actively participates in CareOne community and/or other client support activities.
• Attends, actively participates in, and successfully completes appropriate training and skills development programs required for job retention, skill enhancement and career development. Performs other related duties as required.
Requirements Knowledge, Skills & Abilities (Minimum Requirements)
• Working knowledge of debt management and related financial services products.
• Excellent relationship-building and customer service skills.
• Excellent verbal and written communications skills (including grammar and spelling).
• Accurate keyboarding skills.
• Strong critical thinking skills to resolve daily and escalated issues.
• Strong problem-solving and analytical skills, to be used to effectively resolve client issues, and proactively identify other client needs and opportunities.
• Ability to construct clear, concise, professional, and informative email communications.
• Independent decision-making ability, including the ability to determine when to solicit other resources and/or escalate issues in need of additional attention.
• Working knowledge of internet, word processing and e-mail software.
• Ability to work effectively in a collaborative, team environment.

Education & Experience (Minimum Requirements)
• High school diploma or general education degree (GED). Some college and/or college degree preferred.
• Minimum of 2 years related customer service work experience required, including some contact center experience in a contact center.(1 year preferred)
• Minimum of 1 year working with debt management or related programs preferred.
• Minimum of 3-6 months working with CareOne products preferred.
• Experience in other customer service support areas helpful.
• Proven successful experience with customer account management and relationship building. Other relevant education and/or experience may be substituted.