Remote Debt Management - Client Success Lead

American Consumer Credit Counseling; Oregon; Hybride; USD 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Comprehensive health insurance (med/dn

FSA for employees

Short-Term and Long-Term Disability

Life Insurance

401(k) with company match

Paid time off and holidays

Remote work flexibility

Professional development and training

Supportive team environment

Résumé du poste

American Consumer Credit Counseling is seeking a Client Success Team Supervisor to lead the client success managers supporting the Debt Management Program. You will coach the team, monitor performance metrics, and drive improvements to ensure high-quality service and strong client retention.

Responsibilities include onboarding, payroll processing, SOP development, and collaboration with leadership to optimize workflows. Includes coaching, interviewing, and system testing.

Qualifications

• Associate degree or equivalent work experience required.
• 3+ years of customer service experience, preferably in financial services or call centers.
• At least 1 year in a supervisory or team leadership role.
• PFE Debt Management Professional Certification within six months of hire.

Responsabilités

• Supervise daily operations within the Client Success Management Team.
• Mentor and coach Client Success Managers with regular feedback.
• Address escalated client issues with professionalism and empathy.
• Monitor department metrics such as call abandon rates and client satisfaction.
• Assign and track team projects; ensure alignment with goals.
• Develop and maintain SOPs and best practices.
• Conduct call monitoring and quality reviews.
• Onboard new hires and coordinate ongoing training.
• Support Operations Manager in evaluations and quarterly reviews.
• Participate in interviewing, hiring and staff development.
• Test and provide feedback on new systems and software releases.
• Collaborate to improve workflows and client experience.
• Process payroll and manage time-off requests.
• Foster a team-focused culture and accountability.
• Act as department lead when Operations Manager is absent.

Formation

Associate degree or equivalent work experience

PFE Debt Management Professional Certification

Leadership and coaching

Excellent verbal and written communication

Conflict resolution

Time management

Organizational proficiency

Data analysis and actionable trends

Outils

Microsoft Office

Client management systems

Description du poste

American Consumer Credit Counseling is seeking a Client Success Team Supervisor to lead the client success managers supporting the Debt Management Program. You will coach the team, monitor performance metrics, and drive improvements to ensure high-quality service and strong client retention.

Responsibilities include onboarding, payroll processing, SOP development, and collaboration with leadership to optimize workflows. Includes coaching, interviewing, and system testing.