CHINESE CUSTOMER SERVICE - CLIENT RELATIONSHIP REPRESENTATIVE

Manage an assigned portfolio of client accounts and serve as the primary point of contact for all client communications.

Consult with Mandarin-speaking clients to understand their financial situation and recommend suitable debt settlement solutions.

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 with internal teams to resolve issues efficiently and achieve client satisfaction.

Take full ownership of client satisfaction, client retention, and overall account health.

Perform other tasks assigned by management.

At least 1 year of experience in Customer Service, Customer Care, Customer Success, Customer Relationship, or similar roles.

Strong communication skills with the ability to explain complex financial concepts clearly and professionally.

Mandarin proficiency (HSK 4+ preferred) to communicate with Chinese-speaking clients and partners in the US.

Ability to manage multiple accounts, work independently, and handle night shifts.

Detail-oriented with strong ownership and accountability.

Careful, meticulous, and detail-oriented with the ability to review documents, verify information, and ensure a high level of accuracy.

Experience with CRM systems is an advantage.

Preferred: Available to join immediately.

Experience in banking, financial services, or working with US financial institutions is a plus.

Official Salary: 20M VND/Month Comprehensive onboarding and professional training before handling clients. Training on CRM, Zoom, and internal systems.