What are the responsibilities and job description for the Client Success Inbox Specialist - BSS position at Broadway Support Services?
About Us
Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
Overview
The CS Inbox Specialist is a highly organized, and detail-oriented individual. The CS Inbox Specialist will work within the Client Success Department, reporting to the Operations Correspondence Team Lead. This role has a high impact on all operational inboxes, workflow processes, department organization, and efficiency improvements.
Responsibilities
- Review client accounts and contact clients when necessary, regarding time-sensitive matters
- Handle client correspondence and other operations requests such as drafting deposit schedules, account updates, PIF letters, lump-sum requests, add/remove debt, graduation requests, revocation of an ATC, etc.
- Re-establish communication with unresponsive clients whose settlements are high-risk, and collect required documents in order to expedite negotiations
- Manage unassociated inboxes that contain emails sent from email addresses that are not associated with the client's file
- Follow up with self-saved clients for NDR/LORG Fee payments, updated bank statements, settlement reviews, as well as any questions or concerns that arise
- Follow up with newer clients who gave negative feedback or asked questions in their thirty-day enrollment survey
- Create Required Items for manual welcome call follow ups and requesting for documents to be mailed for manual clients
- Address Gitmeid Legal Security tasks
- Provide administrative support for CS operations team including taking meeting notes in TL meetings, conference meetings, management meetings, etc.
Qualifications
- Bachelor’s Degree preferred or 3 years equivalent experience
- Exceptional written and verbal communication skills
- Time management, able to balance multiple priorities
- Excellent written and verbal communication skills
- Ability to deliver positive, negative, and unique messages
- Participate in discussions with feedback on business initiatives
- Comfortable working with senior leaders
Benefits
Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
- Law Benefits
- Private insurance
- Referral Program
- Transportation (Starting at 4:00 PM)
- Massive Growth Opportunities
- Continuous development
- Privileged location (City Center)
- Great Work Environment
