The Consumer Support Agent serves as a front-line contact center professional, delivering exceptional customer experiences to our clients and servicing partners via high-volume inbound and outbound phone calls, email, and ticketing systems. This role is responsible for resolving customer inquiries efficiently, accurately, and empathetically, while supporting operations through account research, transaction reconciliation, and issue resolution. The Consumer Service Agent acts as a trusted point of contact, collaborating closely with Operations and Information Technology teams. The role requires strong communication skills, emotional intelligence, and the ability to thrive in a fast-paced, metric-driven contact center environment. This role reports to the Consumer Services Manager.
Duties and Responsibilities include but are not limited to the following:
- Serve as a primary point of contact for clients and servicing companies through high-volume inbound and outbound phone calls, emails, and ticket systems.
- Deliver empathetic, professional, and solutions-oriented customer service while handling sensitive financial situations.
- Resolve client and servicing partner inquiries on first contact whenever possible, escalating issues appropriately when needed.
- Accurately document all interactions, actions, and resolutions in internal systems.
- Manage multiple client interactions simultaneously while maintaining service quality and composure.
- Adhere to call handling standards, quality expectations, and productivity benchmarks.
- Demonstrate strong active listening skills and the ability to tailor communication style to each caller.
- Review and assist with client account maintenance, scheduled transactions, and audit-related files.
- Support daily reconciliation of transactions and investigate discrepancies.
- Identify issues impacting the client experience and proactively work toward resolution.
- Ensure all client communications are clear, accurate, and compliant.
- Partner with Operations and IT teams to improve processes, tools, and system functionality.
- Identify, document, and communicate best practices to streamline client and servicing workflows.
- Provide detailed feedback from customer interactions to support management decision-making.
- Participate in team meetings to discuss business updates, service trends, and priorities.
- Assist with special research, reporting, and projects assigned.
- Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.
Qualifications and Required Skills
- High School Diploma or GED required, Associate’s Degree or higher preferred.
- 1–3 years of experience in a contact center, call center, or customer service environment.
- Experience handling high call volumes and sensitive customer interactions preferred.
- Bilingual (English & Spanish) preferred.
- Background check required.
- Experience in debt settlement, banking, financial services, or treasury operations is a plus.
What Will Make You Stand Out
- Client-centric approach with a commitment to delivering exceptional service.
- Proficiency with CRM systems, such as Salesforce, ClickUp, or Pipedrive.
- Experience in a contact center and familiar with call center technology (CXone, Talkdesk, Five9).
- Associate degree, Bachelor’s degree or some college coursework in business or communications.
