Consumer Services Agent

Set Forth, LLC; Schaumburg (IL); Hybrid; USD 50,000 - 60,000; Full time

Job summary

Set Forth, LLC is seeking a Consumer Service Agent to be a front-line contact center professional, delivering exceptional customer experiences to clients and servicing partners via high-volume calls, email, and ticketing systems.

The role emphasizes empathetic, solutions-oriented service, accurate documentation, daily reconciliation support, and collaboration with Operations and IT to improve processes in a fast-paced, metrics-driven environment.

Qualifications

• High School Diploma or GED required; Associate’s Degree or higher preferred.
• 1–3 years of experience in a contact center, call center, or customer service environment.
• Experience handling high call volumes and sensitive customer interactions preferred.
• Background check required.
• Experience in debt settlement, banking, financial services, or treasury operations is a plus.

Responsibilities

• Serve as a primary point of contact for clients and servicing companies through high-volume inbound and outbound phone calls, emails, and ticket systems.
• Deliver empathetic, professional, and solutions-oriented customer service while handling sensitive financial situations.
• Resolve client and servicing partner inquiries on first contact whenever possible, escalating issues appropriately when needed.
• Accurately document all interactions, actions, and resolutions in internal systems.
• Manage multiple client interactions simultaneously while maintaining service quality and composure.
• Adhere to call handling standards, quality expectations, and productivity benchmarks.
• Demonstrate strong active listening skills and the ability to tailor communication style to each caller.
• Review and assist with client account maintenance, scheduled transactions, and audit-related files.
• Support daily reconciliation of transactions and investigate discrepancies.
• Identify issues impacting the client experience and proactively work toward resolution.
• Ensure all client communications are clear, accurate, and compliant.
• Partner with Operations and IT teams to improve processes, tools, and system functionality.
• Identify, document, and communicate best practices to streamline client and servicing workflows.
• Provide detailed feedback from customer interactions to support management decision-making.
• Participate in team meetings to discuss business updates, service trends, and priorities.
• Assist with special research, reporting, and projects as assigned.
• Perform daily duties in line with Forth, Inc’s Information Security Policies and Procedures.
• Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.

Skills

Communication skills

Emotional intelligence

Team collaboration

Customer service

Education

High School Diploma or GED

Associate’s Degree or higher

Tools

Salesforce

ClickUp

Pipedrive

CXone

Talkdesk

Five9

Job description

The Consumer Service Agent serves as a front-line contact center professional, delivering exceptional customer experiences to Forth’s clients and servicing partners via high-volume inbound and outbound phone calls, email, and ticketing systems. This role is responsible for resolving customer inquiries efficiently, accurately, and empathetically, while supporting debt settlement operations through account research, transaction reconciliation, and issue resolution. The Consumer Service Agent acts as a trusted point of contact, collaborating closely with Operations and Information Technology teams. The role requires strong communication skills, emotional intelligence, and the ability to thrive in a fast-paced, metrics-driven contact center environment.

Responsibilities

Duties and Responsibilities include but are not limited to the following:

• Serve as a primary point of contact for clients and servicing companies through high-volume inbound and outbound phone calls, emails, and ticket systems.
• Deliver empathetic, professional, and solutions-oriented customer service while handling sensitive financial situations.
• Resolve client and servicing partner inquiries on first contact whenever possible, escalating issues appropriately when needed.
• Accurately document all interactions, actions, and resolutions in internal systems.
• Manage multiple client interactions simultaneously while maintaining service quality and composure.
• Adhere to call handling standards, quality expectations, and productivity benchmarks.
• Demonstrate strong active listening skills and the ability to tailor communication style to each caller.
• Review and assist with client account maintenance, scheduled transactions, and audit-related files.
• Support daily reconciliation of transactions and investigate discrepancies.
• Identify issues impacting the client experience and proactively work toward resolution.
• Ensure all client communications are clear, accurate, and compliant.
• Partner with Operations and IT teams to improve processes, tools, and system functionality.
• Identify, document, and communicate best practices to streamline client and servicing workflows.
• Provide detailed feedback from customer interactions to support management decision-making.
• Participate in team meetings to discuss business updates, service trends, and priorities.
• Assist with special research, reporting, and projects as assigned.
• Perform daily duties in line with Forth, Inc’s Information Security Policies and Procedures.
• Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.

Qualifications and Required Skills

• High School Diploma or GED required; Associate’s Degree or higher preferred.
• 1–3 years of experience in a contact center, call center, or customer service environment.
• Experience handling high call volumes and sensitive customer interactions preferred.
• Background check required.
• Experience in debt settlement, banking, financial services, or treasury operations is a plus.

What Will Make You Stand Out

• Client-centric approach with a commitment to delivering exceptional service
• Proficiency with CRM systems, such as Salesforce, ClickUp, or Pipedrive.
• Experience in a contact center and familiar with call center technology (CXone, Talkdesk, Five9)
• Knowledge of the Debt Resolution industry
• Associate degree, Bachelor’s degree or some college coursework in business or communications

Pay range and compensation package

$50,000 to $60,000 annually depending on experience

In-Office Requirements

This role is hybrid and requires three days per week in the office

Reports to

Consumer Services Manager

Location

Equal Opportunity Statement

Set Forth, LLC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are committed to creating a diverse and inclusive workplace and provide reasonable accommodations for qualified individuals with disabilities.

FORTH (Set Forth, LLC) (formerly Debt Pay Gateway and DebtPayPro) has been serving consumers who are exiting debt since 2009. As a trusted leader in debt resolution technology, FORTH provides powerful tools and secure payment solutions that empower consumers while giving clients an all‑in‑one platform to manage operations efficiently.

We have over 140 employees across various states supporting 450+ B2B relationships. Every department, every role, every person drives our success. We’re more than a company. We’re a community of thinkers & builders shaping the future of debt relief technology.