Credit Services Specialist (Credit Repair)

Role Overview

The Customer Service Representative is responsible for supporting clients throughout the credit repair and enrollment process. This role combines credit report analysis, client education, sales-oriented onboarding, payment follow-up, and retention, while maintaining strict compliance with legal and company standards.

Credit Report Analysis & Enrollment

• Review full credit reports from Experian, Equifax, and TransUnion
• Identify inaccurate, outdated, duplicate, or unverifiable accounts
• Analyze negative items including late payments, charge-offs, collections, repossessions, and inquiries
• Use strong sales and communication skills to successfully onboard new clients
• Accurately and securely gather personal and financial information
  

Client Support & Education

• Clearly explain credit report findings and recommended improvement strategies
• Demonstrate strong knowledge of credit scoring models, including FICO and Vantage
• Educate clients on credit utilization, payment history, and rebuilding strategies
• Provide regular updates on dispute progress
• Set realistic expectations regarding credit repair timelines and outcome

Compliance & Documentation

• Ensure all actions comply with the Fair Credit Reporting Act (FCRA)
• Maintain accurate and detailed records of disputes, payments, and client communications
• Follow company policies, procedures, and legal guidelines at all times

Client Retention

• Proactively contact clients requesting cancellation or showing signs of disengagement
• Identify root causes of dissatisfaction or non-payment
• Offer solutions such as payment arrangements, program adjustments, or additional education
• Reinforce the value of services while maintaining honest and realistic expectations

Payment Collection & Account Maintenance

• Contact clients via phone, text, or email regarding missed or upcoming payments
• Process payments and update account records accurately
• Maintain detailed and compliant payment documentation
• Avoid harassment, pressure tactics, or misleading statements

Tech Requirements

• Processor: Intel iCore 5, Ryzen 5, or higher
• RAM: 16GB or more
• Setup: Dual Monitor
• OS: Windows 11 Pro
• Accessories: Noise-canceling headset & camera