Role Overview

The Customer Service Representative is responsible for supporting clients throughout the credit repair and enrollment process. This role combines credit report analysis, client education, sales-oriented onboarding, payment follow-up, and retention, while maintaining strict compliance with legal and company standards.

Credit Report Analysis & Enrollment

• Review full credit reports from Experian, Equifax, and TransUnion
• Identify inaccurate, outdated, duplicate, or unverifiable accounts
• Analyze negative items including late payments, charge-offs, collections, repossessions, and inquiries
• Use strong sales and communication skills to successfully onboard new clients
• Accurately and securely gather personal and financial information

Client Support & Education

• Clearly explain credit report findings and recommended improvement strategies
• Demonstrate strong knowledge of credit scoring models, including FICO and Vantage
• Educate clients on credit utilization, payment history, and rebuilding strategies
• Provide regular updates on dispute progress
• Set realistic expectations regarding credit repair timelines and outcome

Compliance & Documentation

• Ensure all actions comply with the Fair Credit Reporting Act (FCRA)
• Maintain accurate and detailed records of disputes, payments, and client communications
• Follow company policies, procedures, and legal guidelines at all times

Client Retention

• Proactively contact clients requesting cancellation or showing signs of disengagement
• Identify root causes of dissatisfaction or non-payment
• Offer solutions such as payment arrangements, program adjustments, or additional education
• Reinforce the value of services while maintaining honest and realistic expectations

Payment Collection & Account Maintenance

• Contact clients via phone, text, or email regarding missed or upcoming payments
• Process payments and update account records accurately
• Maintain detailed and compliant payment documentation
• Avoid harassment, pressure tactics, or misleading statements

Tech Requirements

• Processor: Intel iCore 5, Ryzen 5, or higher