Account Troubleshooting Specialist

Now Hiring: Account Troubleshooting Specialist
Location: Onsite (Philippines-based)
Work Setup: Full-Time | Night Shift (U.S. Hours)
7am - 4 pm or 8 am - 5pm PST

Position Overview

We are seeking a patient and persistent individual to support our sales team. The primary objective of this role is to manage the post-enrollment process by guiding clients through retrieving their Student Aid (TXT) files. This allows our Sales Representatives to focus on acquiring new clients while ensuring our current files are compliant and complete.

Key Responsibilities:

• Client Outreach: Conduct outbound calls to clients who have enrolled via Soft Credit Pull but have not yet provided their FSA/TXT data.
• Technical Troubleshooting: Walk clients through the login process, including account recovery, password resets, and two-step verification issues.
• Account Recovery: Assist clients who are locked out of their accounts by guiding them through th...