JOB SUMMARY:
As a Client Account Manager, you will be responsible for managing a portfolio of client accounts, serving as the primary point of contact for all client communications, and consulting with Mandarin-speaking clients to understand their financial situation and recommend suitable debt settlement solutions. You will guide clients through the program lifecycle, from settlement progress updates to payment schedule discussions, and proactively monitor client activity to ensure they remain on track with their program.
RESPONSIBILITIES:
- Manage an assigned portfolio of client accounts and serve as the primary point of contact for all client communications.
- Consult with Mandarin-speaking clients to understand their financial situation and recommend suitable debt settlement solutions.
- Handle client inquiries and resolve issues end-to-end, consistently delivering an exceptional service experience.
- Guide clients through the program lifecycle, including settlement progress updates, offer presentations, and payment schedule discussions.
- Clearly communicate settlement proposals and assist clients in making well-informed decisions regarding their accounts.
- Proactively monitor client activity - including deposits, settlement milestones, and risk indicators - to ensure clients remain on track with their program.
- Identify and mitigate client attrition risk through timely follow-up and ongoing support.
- Collect, review, and organize client documentation required to advance the settlement process.
- Prepare and coordinate creditor negotiation documents, including obtaining client signatures on relevant agreements.
- Verify enrolled debts by reviewing client information and supporting documentation to confirm eligibility and accuracy.
- Communicate with banks and financial institutions to verify account information, confirm authorizations, and address account-related inquiries.
- Accurately and promptly record all client interactions in the CRM system.
- Ensure all communications meet compliance and quality standards.
- Collaborate with internal teams to resolve issues efficiently and achieve client satisfaction.
- Take full ownership of client satisfaction, client retention, and overall account health.
- Perform other tasks assigned by management.
REQUIREMENTS:
- At least 1 year of experience in Customer Service, Customer Care, Customer Success, Customer Relationship, or similar roles.
- Good communication and problem-solving skills with a a customer-oriented mindset.
- Mandarin proficiency (HSK 4+ preferred) to communicate with Chinese-speaking clients and partners in the US.
- Ability to manage multiple accounts, work independently, and handle night shifts.
- Detail-oriented with strong ownership and accountability.
- Experience with CRM systems is an advantage.
- Preferred:
- Available to join immediately.
- Experience in banking, financial services, or working with US financial institutions is a plus.
- In terms of skills, candidates should have: proficiency in communication skills, problem-solving and carefulness.
- Additionally, candidates should have knowledge of financial consulting, understanding of Chinese language and experience with finance.
BENEFITS:
- Official Salary: 20M VND/Month
- Comprehensive onboarding and professional training before handling clients.
- Continuous coaching from experienced managers.
- Training on CRM, Zoom, and internal systems.
- You will receive the following benefits: comfortable office, 13th month salary, team building, annual leave, dynamic environment, entertainment area, outdoor activities, health care, free training and health insurance.
You will receive the following benefits: comfortable office, 13th month salary, team building, annual leave, dynamic environment, entertainment area, outdoor activities, health care, free training and health insurance.
