Onboarding Liaison- Live (Welcome Call)

Customer Service North Huntingdon, Pennsylvania


Description

 

Century Support Services - Job Description

 

 

JOB DESCRIPTION

 

JOB TITLE: Onboarding Liaison – Live Call

DEPARTMENT:  Customer Experience

REPORTING RELATIONSHIP:  Customer Experience Manager

FLSA STATUS:  Hourly

 

JOB SUMMARY:

This engaging position completes the sales to service transition with newly acquired clients via the onboarding process.  This onboarding process includes a live welcome call.  and ensures that new clients have the essential program info needed to navigate their program successfully and sets the proper expectations for this journey.

 

DUTIES AND RESPONSIBILITIES

Specific duties include:

         Accept warm transfer calls from Certified Debt Specialists that connect the client with an Onboarding Liaison to create a white-glove transition from enrollment (sales) to service.

  • Utilize contact center solutions such as voice broadcast, InContact commitments, and Google appointment calendar for additional contact attempts.
  • Review the onboarding script with new clients to highlight the debt settlement program, how it works, and what to expect on the journey.  Initial quality control of the account setup is performed during this onboarding call.
  • Assist the department with additional team responsibilities such as maintaining reminders, Welcome SS Inbox, voicemails, and various list distributions.
  • Meet or exceed individual call metrics

 

KNOWLEDGE AND ESSENTIAL SKILLS

 

Below are the skills we have found that is necessary to hold the position successfully:

 

  • Delivering Excellenceuse active listening, convey empathy and a professional and courteous tone, possess strong communication and soft skills
  • Building Connections: work and be a part of a collaborative environment with the Century Internal Sales Department that focuses on building professional relationships and team collaboration with our internal clients.
  • Multi-tasking and Organization: Being able to successfully address multiple actions systematically that ensures a successful day.
  •  
  • Good problem analysis and problem resolution at a functional level.
  • Strong attention to detail, as those details can be important to our client’s success.
  • Computer proficiency and being a good corporate citizen in learning new applications.
  • Commitment to company core values
  • Basic knowledge of company products and programs
  • Knowledge of and access to the Fair Debt Collection Practices Act.

 

 

We Provide:

 

  • Excellent healthcare benefits with generous contributions
  • 401(k) – 100% matching percentage up to 4%
  • Generous PTO package
  • Engaging work culture

 

 

 

 

EDUCATION AND/OR WORK EXPERIENCE

Any equivalent combination of experience, education, and training that provides the required knowledge, skills, and abilities.