Schedule:

• 9:00AM -5:00PM PST Time, San Diego

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Purpose of the Role:

To serve as the primary point of contact for clients who have been in the program for 6+ months, providing comprehensive account reviews and resolving inquiries through a First Call Resolution (FCR) approach to ensure program retention and success.

How This Role Supports Our Clients
This role helps clients succeed by providing immediate clarity on account status, reviewing escrow and draft activity to ensure funding stays on track, and addressing concerns or negatives such as low accumulation before they impact settlement progress.

Where This Role Fits in the Service Process

This role typically works after the 6-month transition call has introduced the client to the CSO department and before the final program completion call and account wrap-up.

Primary Responsibilities

• List the main outcomes this role is responsible for.
• First Call Resolution (FCR): Handling all incoming inquiries, including questions, complaints, or praise, to ensure the client’s needs are met in a single interaction.
• Comprehensive Account Auditing: Reviewing enrolled debts, active SIF (Settlement in Full) progress, and escrow activity during every call to maintain program momentum.
• Fund Acceleration Advocacy: Identifying and discussing "Add Funds" opportunities and draft importance to ensure the client has sufficient capital for upcoming settlements.

This Role Works Closely With

• CSO Outbound Team: To stay aligned on the check-in schedule and transition notes for long-tenured clients.
• Add Funds Team: To facilitate specialized support when a client needs to accelerate their savings or manage complex fund issues.

How This Role Supports Other Teams

By achieving First Call Resolution, this role prevents backlog for the Outbound Team, allowing them to focus on scheduled check-ins. It also feeds qualified leads to the Add Funds Team by identifying clients ready to increase their settlement power.

Impact to the Client or Process if This Role is not Successful

If this role is not successful, clients may experience slower settlement timelines due to low accumulation or feel unsupported during the critical mid-to-late stages of their journey. Incomplete account reviews lead to missed "Add Funds" opportunities and a higher risk of program dropout before completion.

---

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.