Client Success Account Manager

Class Start Date: 06/03/24

Are you a master at turning clients' frowns upside down? Do you have a knack for making people feel like rockstars? If so, we've got the perfect opportunity for you!

Join our dynamic team as a Client Success Champion Extraordinaire! As a guardian of client happiness, you'll be the friendly face behind every success story, the magician who turns challenges into victories, and the ultimate cheerleader for our clients' triumphs.

Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 500 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth and promotions. We are currently investing heavily in marketing and technology to ensure continued growth.

Our Home: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County's booming business and finance district. Our state of the art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped work stations, and a free fitness center. We offer catered lunches, on-site food trucks, in-office games, paid parking, quarterly parties & events, volunteer events, and much more!

Our Culture: Why do our employees love working here?

• Pay incentives including Commissions & Bonuses
• Company-branded clothing and accessories
• Consistent employee recognition and appreciation

• Company-sponsored events and volunteer opportunities

Schedule: 8-hour shift, Monday to Friday, 8AM - 5PM

Location: Fully In-Office (Irvine, CA)

Starting Pay: $21.00 per hour + performance-based bonuses

General Summary:

CS Account Managers are the Liaison between the company and the specific accounts (customers) they've been assigned to. The CS Account Manager assumes responsibility for the account from the point that they've been assigned to it. CS Account managers work with internal and external departments to ensure that client needs are understood and satisfied as quickly and effectively as possible to develop and maintain a strong and positive relationship.

Essential Duties:

• Primary point of contact to a portfolio of assigned clients
• Communicate with clients to understand their needs and explain product value
• Act as a liaison between the client and departments within the organization to convey information, ensure understanding and make certain everything gets done in an accurate, timely manner
• Manage a high volume of outbound and inbound calls
• Help customers over the phone and online ie; email & sms
• Keep accurate records of all activity on the file to ensure accuracy and completeness of the file
• Keep clients satisfied and deliver an exceptional customer service experience on a day to day
• Monitor client's tasks, accounts, savings, program terms to explain costs and negotiate new terms if necessary
• Schedule and meet client appointments and deadlines
• Provide progress reports to clients and upper management
• Make the client aware of other services and actions that may lead to greater success
• Build and maintain relationships based on trust, empathy, support, respect, and guidance towards the consumer
• Maintain a positive attitude and tone at all times
• Maintain strong client retention
• Resolve complaints and prevent additional issues by improving processes
• Provide high quality, personable, friendly and professional service at all times
• Adhere to company policies and procedures
• Regular attendance and punctuality
• Meet/follow up with scheduled client appointments and deadlines
• Work with the supervising team to create better methods to address customer complaints
• Adhere to company policies and procedures
• Regular attendance and punctuality
• Meet/follow up with scheduled client appointments and deadlines
• Work with the management team to create better methods to address customer complaints

Job Specifications: (Knowledge, skills, abilities and experience normally required for competent performance)

Knowledge and Experience

• High School Diploma or GED required
• Minimum of 12 months of customer experience preferred
• Customer service phone experience preferred

Skills and Abilities:

• Extensive, accurate product knowledge
• Adaptability and Problem-solving skills
• Ability to build rapport
• Excellent customer service skills, Strong phone etiquette with active listening skills
• Clear & concise communication skills
• Proactive approach to client stated and unstated needs
• Ability to think strategically
• Ability to negotiate
• Effective time management, prioritization and multitasking skills
• Patience, empathy and professionalism
• Problem Solving and decision making capabilities
• Ability to work in a remote team setting
• Strong attention to detail
• Highly motivated
• Ability to work under pressure and manage high stress level situations
• Ability to maintain control of escalations
• Ability to adapt/respond to different types of characters
• Ability to multi- task, prioritize and manage time effectively

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This position must pass a post-offer pre-employment criminal background check.