Account Troubleshooting Specialist

4 days ago

Taytay, Calabarzon, Philippines Ventas Call Center Full time

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 the identity verification process (e.g., uploading photo IDs) and troubleshooting common errors (e.g., "initializing" loops).
  • De-Escalation: Manage interactions with frustrated or fatigued clients who may feel they have already completed the process. Use de-escalation techniques to ensure client satisfaction and cooperation.
  • PSLF Support: Cross-train to assist with Public Service Loan Forgiveness (PSLF) processing tasks during downtime or lower call volumes.

Required Skills:

  • High Patience Threshold: Ability to stay on the line with clients for extended periods (20–60 minutes) to resolve login issues.
  • Technical Aptitude: Must become an expert on the FSA website interface, knowing exactly what screens the client is seeing and how to navigate errors.
  • Communication: Clear verbal communication skills for guiding non-technical clients through complex website processes.
  • De-escalation Experience: Prior experience in customer service, specifically handling escalations or frustrated customers (e.g., telecommunications or retention roles).

Qualifications Needed:

  • At least 1–2 years of experience in customer service, technical support, account recovery, or troubleshooting roles
  • Prior experience in BPO, call center, telecommunications, retention, or financial services is highly preferred
  • Comfortable handling outbound calls and long call durations
  • Strong problem-solving and critical thinking skills
  • Ability to remain calm, empathetic, and professional under pressure
  • High attention to detail and strong follow-through skills
  • Willingness to be cross-trained and support additional operational tasks as needed
  • Ability to work onsite and on a night shift (U.S. hours)

Company Address:

B3 L8 Greenwoods East Ave, Corner Chervil St, Taytay, 1920 Rizal

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