Consumer Services Agent

The Consumer Service Agent serves as a front-line contact center professional, delivering exceptional customer experiences to Forth’s clients and servicing partners via high-volume inbound and outbound phone calls, email, and ticketing systems. This role is responsible for resolving customer inquiries efficiently, accurately, and empathetically, while supporting debt settlement operations through account research, transaction reconciliation, and issue resolution. The Consumer Service Agent acts as a trusted point of contact, collaborating closely with Operations and Information Technology teams.

The role requires strong communication skills, emotional intelligence, and the ability to thrive in a fast-paced, metrics-driven contact center environment.

Duties and Responsibilities include but are not limited to the following:

• Serve as a primary point of contact for clients and servicing companies through high-volume inbound and outbound phone calls, emails, and ticket systems.
• Deliver empathetic, professional, and solutions-oriented customer service while handling sensitive financial situations.
• Resolve client and servicing partner inquiries on first contact whenever possible, escalating issues appropriately when needed.
• Accurately document all interactions, actions, and resolutions in internal systems.
• Manage multiple client interactions simultaneously while maintaining service quality and composure.
• Adhere to call handling standards, quality expectations, and productivity benchmarks.
• Demonstrate strong active listening skills and the ability to tailor communication style to each caller.
• Review and assist with client account maintenance, scheduled transactions, and audit-related files.
• Support daily reconciliation of transactions and investigate discrepancies.
• Identify issues impacting the client experience and proactively work toward resolution.
• Ensure all client communications are clear, accurate, and compliant.
• Partner with Operations and IT teams to improve processes, tools, and system functionality.
• Identify, document, and communicate best practices to streamline client and servicing workflows.
• Provide detailed feedback from customer interactions to support management decision-making.
• Participate in team meetings to discuss business updates, service trends, and priorities.
• Assist with special research, reporting, and projects as assigned.
• Perform daily duties in line with Forth, Inc’s Information Security Policies and Procedures.
• Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.

• High School Diploma or GED required;
  Associate’s Degree or higher preferred.
• 1–3 years of experience in a contact center, call center, or customer service environment.
• Experience handling high call volumes and sensitive customer interactions preferred.
• Background check required.
• Experience in debt settlement, banking, financial services, or treasury operations is a plus.

• Client-centric approach with a commitment to delivering exceptional service
• Proficiency with CRM systems, such as Salesforce, Click Up, or Pipedrive.
• Experience in a contact center and familiar with call center technology (CXone, Talkdesk, Five9)
• Knowledge of the Debt Resolution industry
• Associate degree, Bachelor’s degree or some college coursework in business or communications

$50,000 to $60,000 annually depending on experience

This role is hybrid and requires three days per week in the office

Consumer Services Manager

Set Forth, LLC is an equal opportunity employer and does not discriminate on the basis of race, color,…