English Customer Relationship Specialist (Ca Đêm)

Note: As the company is currently launching a new project, we are hiring a large number of employees to effectively support operational needs.
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.
JOB RESPONSIBILITIES:
Own and manage a portfolio of client accounts as the primary point of contact.
Deliver an exceptional client experience by resolving all inquiries and issues end-to-end.
Guide clients through the program, including settlement progress, offers, and payment plans.
Present settlement options clearly and support clients in making informed decisions.
Proactively monitor client activity (deposits, progress, risks) and take action to keep them on track.
Identify and prevent potential drop-offs by engaging and supporting clients consistently.
Collect and review required client documents to ensure the program progresses smoothly.
Prepare and coordinate necessary documentation for negotiations with creditors, including obtaining client signatures for documents.
Underwrite enrolled debts by reviewing client information and supporting documents to determine eligibility and accuracy.
Communicate with banks to verify account information, confirm authorizations, and resolve account-related inquiries.
Maintain accurate, timely documentation of all client interactions in CRM.
Ensure all communications meet compliance and quality standards.
Partner with internal teams to drive efficient resolutions.
Take full accountability for client satisfaction, retention, and overall account health.
Perform additional duties as assigned by management to support departmental and organizational goals.