Americor

Account Executive

• Conduct comprehensive consultations with clients to evaluate their financial situations and determine whether debt settlement is an appropriate solution.
• Address client questions and concerns, overcoming objections with professionalism and empathy to help them make informed financial decisions.
• Handle inbound calls efficiently while proactively reaching out to warm leads provided by the company to maximize client engagement.
• Educate clients on the debt settlement process, clearly explaining how it works, potential risks, benefits, and alternatives, ensuring they fully understand their options.
• Present and outline debt settlement terms and conditions, including monthly payment plans and timelines for resolution, in a clear and transparent manner.
• Consistently meet or exceed monthly sales goals and performance metrics established by the company, demonstrating a results-driven mindset.
• Adhere strictly to all state and federal regulations, as well as company policies, to maintain compliance and uphold the highest ethical standards in debt settlement practices.
• Maintain accurate and detailed records of client interactions and agreements within the company's CRM system to ensure accountability and follow-through.
• Stay informed about industry trends, legal updates, and market conditions to provide clients with up-to-date, knowledgeable advice and maintain a competitive edge.
• Collaborate with colleagues and contribute to a positive team environment, sharing insights and strategies to improve overall performance.

Inside Sales Representative, Debt Consultant

Business Analyst

• Develop and maintain accurate long-term and short-term forecasts for contact volumes, handle times, and staffing requirements across multiple channels (e.g., phone, chat, email, social media).
• Analyze historical data, market trends, and business initiatives to predict future workload and staffing needs.
• Collaborate with operational leaders to align forecasts with business goals and operational strategies.
• Create and manage optimized schedules for a large workforce to ensure adequate coverage and adherence to service level targets.
• Utilize WFM software to schedule shifts, breaks, and training sessions efficiently.
• Conduct 'what-if' analysis to evaluate the impact of different scheduling scenarios on key performance indicators (KPIs).
• Monitor real-time performance of contact center agents and queues, identifying and addressing any deviations from the plan.
• Proactively manage intraday adjustments to staffing, including approving overtime or voluntary time off, to meet service level targets.
• Generate and present detailed reports on key WFM metrics, including adherence, occupancy, service levels, and forecast accuracy.
• Conduct deep-dive analysis to identify root causes of performance issues and recommend actionable solutions.
• Translate complex data into clear, concise, and compelling insights for senior leadership and stakeholders.
• Serve as a subject matter expert for all WFM-related inquiries and initiatives.
• Lead or participate in cross-functional projects aimed at improving operational efficiency and optimizing WFM processes.
• Mentor and provide guidance to junior WFM analysts, fostering their professional growth and development.
• Stay abreast of industry best practices, new technologies, and WFM trends to continuously improve our capabilities.

Principal Workforce Management Analyst

Customer Support

• Proactive Support and Active Listening: Anticipate customer needs and address them proactively.
• Educating Customers: Clearly communicate the value and benefits of our services.
• Addressing Customer Concerns and Providing Solutions: Respond promptly and empathetically to customer concerns.
• Building Positive Relationships: Foster a friendly and helpful attitude towards customers and business associates.
• Identifying Customer Needs and Providing Solutions: Ask relevant questions to understand customer requirements.
• Recording Conversations: Document all customer interactions in a comprehensive manner using a CRM system.
• Following Communication Procedures and Guidelines: Adhere to established communication procedures, policies, and guidelines.
• Assisting with Program Modifications: Help clients with any necessary modifications to their program, billing, and retention.
• Meeting Call and Retention Quotas: Strive to meet or exceed individual and team targets for calls and customer retention.

Bilingual Customer Service Loyalty Specialist

Data Scientist

• Perform extensive exploratory analyses across all the marketing channels
• Develop, test, productionalize, monitor and maintain propensity models to optimize marketing investment and customer acquisition in AWS leveraging S3, Lambda and SageMaker
• Productionize machine learning models with real-time and distributed batch scoring
• Proficiency with MLOps practices and tools for model versioning, monitoring, CI/CD pipelines
• Build dashboards in Tableau to communicate model trends, insights and performance
• Identify new areas of opportunity and ideate with stakeholders on new projects
• Stay current with industry best practices and emerging ML technologies
• Other duties as assigned

Senior Data Scientist

• Handle inbound and outbound client calls professionally, addressing client inquiries and ensuring high-quality customer service
• Maintain accurate records of all client interactions in the CRM system, ensuring data integrity and follow-up
• Respond promptly to client inquiries via email and chat, maintaining clarity and compliance with service-level agreements
• Conduct introductory calls to newly enrolled clients and assist clients through the enrollment process
• Engage with clients considering program cancellation to emphasize benefits and retain clients (Customer Loyalty Group)
• Utilize negotiation and problem-solving skills to enhance client satisfaction and retention
• Follow communication procedures, policies, and guidelines to ensure consistent service quality
• Meet or exceed performance goals and contribute to team success
• Be flexible with duties as assigned and adapt to dynamic team and client needs
• Work schedule: Friday to Monday with core hours 5 AM to 4 PM PST and flexible start times between 5 AM and 9 AM PST

Bilingual Senior Customer Service Representative

• Develop and maintain accurate long-term and short-term forecasts for contact volumes, handle times, and staffing requirements across multiple channels (e.g., phone, chat, email, social media).
• Analyze historical data, market trends, and business initiatives to predict future workload and staffing needs and collaborate with operational leaders to align forecasts with business goals and operational strategies.
• Create and manage optimized schedules for a large workforce to ensure adequate coverage and adherence to service level targets; utilize WFM software to schedule shifts, breaks, and training sessions efficiently.
• Conduct "what-if" analysis to evaluate the impact of different scheduling scenarios on key performance indicators (KPIs).
• Monitor real-time performance of contact center agents and queues, identifying and addressing any deviations from the plan; proactively manage intraday adjustments to staffing including approving overtime or voluntary time off.
• Communicate effectively with contact center supervisors and managers to address immediate staffing needs and operational challenges.
• Generate and present detailed reports on key WFM metrics, including adherence, occupancy, service levels, and forecast accuracy; conduct deep-dive analysis to identify root causes and recommend solutions.
• Serve as a subject matter expert for all WFM-related inquiries and initiatives; lead or participate in cross-functional projects to improve operational efficiency and mentor junior WFM analysts.
• Stay abreast of industry best practices, new technologies, and WFM trends to continuously improve capabilities.

• Responsible for retaining clients who are considering canceling their services
• Handle incoming and transferred calls from clients who may be escalated, upset, or uncertain about the program's benefits
• Resell the program and its benefits to clients and persuade them to continue services
• General account maintenance including updating client information, processing payments, and ensuring accurate record-keeping
• Anticipate customer needs and address them proactively; actively listen to understand concerns
• Clearly communicate the value and benefits of our services and educate customers
• Respond promptly and empathetically to customer concerns and offer appropriate solutions
• Foster positive and professional relationships with customers and business associates
• Ask relevant questions, research, and gather necessary information to provide accurate solutions
• Document all customer interactions in CRM system, including relevant details and actions taken
• Adhere to established communication procedures, policies, and guidelines
• Assist clients with program modifications, billing, and retention support
• Strive to meet or exceed individual and team targets for calls and customer retention

Customer Service Loyalty Specialist, Bilingual

Compliance

• Monitor 2-4 lines of business
• Higher Targets - Regularly exceeding minimal targets by 5%
• Daily call monitoring per the predefined sampling criteria
• Analyze quality of calls by focusing on regulatory requirements, sales and service procedures, accuracy of information given and collected, and delivering on Americor’s Customer Experience standards
• Communicate findings with relevant managers and team members
• Other activities as assigned

Inside Sales Representative, Debt Consultant

Principal Workforce Management Analyst

Bilingual Customer Service Loyalty Specialist

Senior Data Scientist

Bilingual Senior Customer Service Representative

Principal Workforce Management Analyst

Customer Service Loyalty Specialist, Bilingual

Compliance Call Monitor