Client Success Agent

Summary

Join The Credit Pros as a bilingual (Spanish & English) client service representative and enjoy a 100% remote work opportunity. You will provide phone-based support to customers, resolving product and platform issues, answering account and billing questions, and applying retention strategies. This full-time, permanent role requires 1-2 years of customer service experience in the B2C financial services industry, knowledge of the US credit industry, and excellent communication skills. The company offers a base salary of $7/hr or $1,213/month, flexible paid time off, company holidays, birthday time off, and eligibility for health benefits after one year. The Credit Pros is a national leader in credit repair, committed to building an exceptional organization and fostering an inclusive work environment.

Requirements

• Fully Billingual/Native in Spanish & English communication
• Dedicated home workspace needed; equipment details will be sent via email during the interview process
• Comfortable working remotely in Eastern Time Zone for 08 hour shift with 30 mins unpaid lunch and two 15 mins unpaid breaks
• Availability for Monday to Saturday from 10:00 AM to 07:00 PM Eastern Time
• 1-2 years' experience of customer services in B2C focused financial and banking services industry
• Knowledge of the United States credit industry including credit cards, line of credit, personal loans
• Customer first orientation and being empathetic to their needs
• Excellent communication skills and solution-oriented mindset
• Hunger to learn and equip self with TCP’s technological suite

Responsibilities

• Handle customer inquiries via phone, email, and chat per SOPs
• Use TCP’s tools (Microsoft Suite, Salesforce, ZOHO, Hodu) for daily operations
• Escalate and assign issues to relevant departments as needed
• Log, review, and follow up on customer requests and resolutions
• Investigate, research, and provide accurate solutions
• Maintain and update customer records during interactions
• Achieve KPIs for client-facing time, call quality, and occupancy
• Address collections and billing inquiries, including payment plans, account balances, and overdue payments
• Clarify charges, generate statements, and process billing adjustments
• Handle service cancellations, applying retention strategies and resolutions
• Complete cancellations training and apply retention strategies as part of daily responsibilities

Benefits

• Flexible Accruing Paid Time Off
• Company Holidays
• Birthday Time Off
• Eligible for health benefits after one (01) year of association