Customer Relationship/Account Manager (Ca Đêm)

OUTSOURCE SOLUTIONS CO.,LTD

*Note: As the company is currently launching a new project, we are hiring a large number of employees to effectively support operational needs.

What is "debt settlement"?

Debt settlement is the process of negotiating with creditors to reduce the total amount owed. It's typically used by consumers who are experiencing financial hardship and can't keep up with minimum payments. Rather than paying the full balance, the goal is to reach an agreement to pay a reduced lump sum or structured payments.

1. JOB RESPONSIBILITIES: 

• Own and manage a portfolio of client accounts as the primary point of contact.
• Deliver an exceptional client experience by resolving all inquiries and issues end-to-end.
• Guide clients through the program, including settlement progress, offers, and payment plans.
• Present settlement options clearly and support clients in making informed decisions.
• Proactively monitor client activity (deposits, progress, risks) and take action to keep them on track.
• Identify and prevent potential drop-offs by engaging and supporting clients consistently.
• Collect and review required client documents to ensure the program progresses smoothly.
• Prepare and coordinate necessary documentation for negotiations with creditors, including obtaining client signatures for documents.
• Underwrite enrolled debts by reviewing client information and supporting documents to determine eligibility and accuracy.
• Communicate with banks to verify account information, confirm authorizations, and resolve account-related inquiries.
• Maintain accurate, timely documentation of all client interactions in CRM.
• Ensure all communications meet compliance and quality standards.
• Partner with internal teams to drive efficient resolutions.
• Take full accountability for client satisfaction, retention, and overall account health.
• Perform additional duties as assigned by management to support departmental and organizational goals.

2. REQUIREMENTS:

• Minimum 1 year of experience in Customer Service/Customer Care Representative/Customer Relationship or equivalent positions.
• Strong communication skills with the ability to explain complex financial concepts clearly and professionally.
• Fluency in English (equivalent to IELTS 6.0+), work with partners and banks in the US.
• Age between 22 - 35 years old, in good health condition, and able to work night shift. 
• Proven ability to handle multiple client accounts and manage high-volume workload effectively.
• Strong problem-solving skills with a proactive and solution-oriented mindset.
• High level of ownership and accountability in managing client outcomes.
• Careful, meticulous, and detail-oriented with the ability to review documents, verify information, and ensure a high level of accuracy.
• Experience using CRM systems and managing structured workflows is a plus.
• Ability to collaborate cross-functionally with internal teams.
• Preference will be given to candidates who:
• + Can start working immediately, attend interviews, and start work promptly.
• + Have previous experience working in banks/financial organizations and possess a solid understanding of customer service practices.
• + Have previously worked with US banks.

3. BENEFITS:

• High salaries for high performance, Official Salary: 18.000.000 VND.
• Work in a foreign-friendly and professional environment.
• Full participation in social insurance according to government regulations.
• Annual regular health check-ups.
• Team building activities and a 13th-month salary based on the company's business performance.
• Receive comprehensive training on company processes before starting work - continuous supervision and guidance from management until proficiency is achieved.
• The company provides all the necessary work equipment. 
• Training on software usage such as CRM, ZOOM as required by the company.
• Access to a pantry with free tea, snacks, coffee, noodles, etc., daily. Microwave, refrigerator, hot and cold water dispenser with a view of the city.
• Separate resting area during lunch break.
• Working environment: young, dynamic, productive and speed-focused with various departments and over 80 employees.
• Competitive salary commensurate with capabilities. Fair evaluation and opportunities for career advancement.

4. JOB DETAILS:

• Employment type: Full-time (Night shift at the company). 
• Industry: Financial services in the US market (No insurance, No lending). 
• Working hours: 21:00 - 06:00, 22:00 - 07:00, 23:00 - 08:00, 5 days/week (working by US business hours).
• Interview process:
• + Round 1: Screen CV and Phone Interview
• + Round 2: Cultural Interview and Test English
• + Round 3: Professional Interview with Team Leader
• + Round 4: Offer letter