Serve as primary contact for a portfolio of Debt Settlement Providers, leading regular touchpoints and monthly performance presentations. Investigate and escalate issues, provide tailored solutions, stay current on policies and systems, and analyze customer data to identify trends and best practices to improve partner performance.
- Develop and nurture strong relationships with a portfolio of assigned Debt Settlement Providers (DSPs), acting as the primary point of contact and trusted partner.
- Lead regular customer touchpoints, including a monthly presentation summarizing key trends and performance metrics from the previous three months.
- Investigate customer issues using available resources, while proactively understanding each DSP’s business needs and providing tailored solutions through clear, ongoing communication.
- Identify and escalate priority issues, redirecting problems to appropriate resources as needed.
- Stay current with policies, procedures, and system information, including changes and updates.
- Analyze customer data to identify patterns, trends, and potential issues; provide insights and best practices.
- Exemplary attendance and punctuality.
- Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action consistent with available facts, constraints and probable consequences.
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization. Focuses and guides self and team members in accomplishing work objectives.
- Establishes proper course of action to ensure the work product is completed efficiently and on time/within proper time limits, meeting established performance metrics.
- Maintains stable performance under pressure, handling stress in a manner acceptable to others and to the organization.
- Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks.
- Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
CONDITIONS
- Must be able to sit for long periods of time.
- Position requires use of headset/microphone.
- In office presence required three days a week.
- Pre-employment background and drug tests are required.
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