CHINESE CUSTOMER SERVICE - CLIENT RELATIONSHIP REPRESENTATIVE
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What is debt settlement
Debt settlement is the process of negotiating with creditors to reduce the total amount owed. It's typically used by consumers who are experiencing financial hardship and can't keep up with minimum payments. Rather than paying the full balance, the goal is to reach an agreement to pay a reduced lump sum or structured payments.
1. JOB RESPONSIBILITIES
- Manage an assigned portfolio of client accounts and serve as the primary point of contact for all client communications.
- Conduct consultations with Chinese-speaking clients (Mandarin) to assess their financial situation, explain the debt settlement program, and provide tailored guidance on the most suitable path forward.
- Handle client inquiries and resolve issues end-to-end, consistently delivering an exceptional service experience.
- Guide clients through the program lifecycle, including settlement progress updates, offer presentations, and payment schedule discussions.
- Clearly communicate settlement proposals and assist clients in making well-informed decisions regarding their accounts.
- Proactively monitor client activity - including deposits, settlement milestones, and risk indicators - to ensure clients remain on track with their program.
- Identify and mitigate client attrition risk through timely follow-up and ongoing support.
- Collect, review, and organize client documentation required to advance the settlement process.
- Prepare and coordinate creditor negotiation documents, including obtaining client signatures on relevant agreements.
- Verify enrolled debts by reviewing client information and supporting documentation to confirm eligibility and accuracy.
- Communicate with banks and financial institutions to verify account information, confirm authorizations, and address account-related inquiries.
- Accurately and promptly record all client interactions in the CRM system.
- Ensure all communications meet compliance and quality standards.
- Collaborate cross-functionally with internal teams to drive timely and effective issue resolution.
- Take full ownership of client satisfaction, client retention, and overall account health.
- Perform additional duties as assigned by management to support departmental and organizational goals.
2. REQUIREMENTS
- Minimum 1 year of experience in Customer Service/Customer Care Representative/Customer Relationship or equivalent positions.
- Strong communication skills with the ability to explain complex financial concepts clearly and professionally.
- Good Chinese communication skills, with a willingness to learn how to explain financial concepts in a clear and approachable way.
- Conversational to fluent Mandarin (HSK Level 4 or above preferred), as the role involves working with Chinese-speaking clients and partners in the U.S.
- Proven ability to handle multiple client accounts and manage high-volume workload effectively, able to work night shift.
- Strong problem-solving skills with a proactive and solution-oriented mindset.
- High level of ownership and accountability in managing client outcomes.
- Careful, meticulous, and detail-oriented with the ability to review documents, verify information, and ensure a high level of accuracy.
- Experience using CRM systems and managing structured workflows is a plus.
- Ability to collaborate cross-functionally with internal teams.
- Preference will be given to candidates who:
3. WE CAN OFFER
- High salaries for high performance, Official Salary: 20.000.000 VND.
- Work in a foreign-friendly and professional environment.
- Full participation in social insurance according to government regulations.
- Annual regular health check-ups.
- Team building activities and a 13th-month salary based on the company's business performance.
- Receive comprehensive training on company processes before starting work - continuous supervision and guidance from management until proficiency is achieved.
- The company provides all the necessary work equipment.
- Training on software usage such as CRM, ZOOM as required by the company.
- Access to a pantry with free tea, snacks, coffee, noodles, etc., daily. Microwave, refrigerator, hot and cold water dispenser with a view of the city.
- Separate resting area during lunch break.
- Working environment: young, dynamic, productive & speed-focused with various departments and over 80 employees.
- Competitive salary commensurate with capabilities. Fair evaluation and opportunities for career advancement.
4. JOB DETAILS
- Employment type: Full-time (Night shift at the company).
- Industry: Financial services in the US market (No insurance, No lending).
- Working hours: 21:00 - 06:00, 22:00 - 07:00, 23:00 - 08:00, 5 days/week (working by US business hours).
- Interview process:
5. HOW TO APPLY
- Send CV to: [Confidential Information]
- Subject: [Chinese Customer Service/Client Relationship] Full name
- Location: 60/15 Ly Chinh Thang Street, Xuan Hoa Ward, District 3, HCM City.
Join our dynamic team and be part of an organization dedicated to delivering exceptional service and support to our valued clients across the United States. Apply now and embark on a rewarding career journey with Outsource Solutions!
Job ID: 151787383
