Job Description

About Elevation Connect:

Elevation Connect – PERFORMANCE FOR PURPOSE

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform. If you are interested in joining a team that cares about its customers, employees, and your community, please contact us.

Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. This position are work from home in the United States.

We have an exciting opportunity as a Customer Support Representative

We are seeking a Customer Support Representative (CSR) who, through Qualify and Transfer (Q&T) can perform a free evaluation of our client’s financial situation, asking about their debts, income, and monthly expenses to determine what debt-relief options they may qualify for. The CSR role is largely to explain your options (like debt settlement, consolidation, or credit counseling), educate the client on pros and cons, and then connect or refer them to third-party companies that provide the actual debt-relief services.

The client’s program is designed to address the growing financial stress faced by individuals struggling with overwhelming debt while also helping consumers regain stability and long-term financial control. We work closely with each person to understand their unique financial situation, reviewing their debts, income, and goals, and then collaboratively identify the most effective debt-relief strategies available. By forecasting the types of support and solutions needed, whether debt management, settlement, consolidation, or counseling, we ensure that clients are matched with the right resources at the right time, empowering them to overcome debt and rebuilding a healthier financial future.

Essential Duties and Responsibilities:

• Conduct initial debt assessments by gathering information on a customer’s debts, income, expenses, and financial goals to determine appropriate debt-relief options.
• Educate customers on available programs such as debt management, debt settlement, consolidation, credit counseling, and budgeting tools.
• Explain the benefits, risks, timelines, and costs associated with each debt-relief solution in a clear and transparent manner.
• Match customers with vetted third-party partner organizations that provide the specific services recommended based on the customer’s financial profile.
• Guide customers through enrollment steps , including documentation requirements, account setup, and expectations for the program they choose.
• Respond to inquiries via phone, email, or chat , providing accurate information, support, and reassurance throughout the customer journey.
• Maintain detailed and accurate records of customer interactions, assessments, and referrals within the company’s CRM system.
• Monitor customer progress , address concerns, and provide ongoing support or re-evaluations as financial circumstances change.
• Ensure compliance with all industry regulations, consumer-protection standards, and internal company policies.
• Deliver compassionate, judgment-free service , helping customers feel supported while navigating stressful financial challenges.

Hours:

• Training will be conducted from 9:00 am to 5:30 pm eastern time Monday through Friday
• Production hours will be scheduled Monday through Friday from 9:00 am to 9:30 pm eastern time
• Availability to work should be anytime within this timeframe
• Training and production dates and hours of operation are subject to change

Additional Information:

• Currently hiring for a target start date January 2026 (this date could change)
• Position is full-time with benefits (medical, dental, vision) and holiday/sick pay.
• Pay rate is $14 to $15 per hour

Requirements:

You make it easy for our clients to succeed by building relationships through listening, anticipating and responding to their needs. You thrive on helping others succeed, ensuring that you are providing strong follow-through, a sense of urgency, and putting the client first. You believe in doing the right thing and putting our people and clients first. You are tenacious in everything you do, no matter what the challenges are, never giving up and always focused on achieving the goals ahead.

You’ll need to have:

• High School Diploma or GED, and College required
• Minimum 1 year of prior experience in a contact center, customer service, or sales role/financial services is highly advantageous
• Previous sales experience is a required
• Must possess excellent verbal, written and interpersonal communication skills
• Must be self-motivated and able to work effectively in a team environment
• Ability to work independently and manage multiple tasks efficiently and effectively by meeting quality standards
• Possess high level understanding of products and programs offered to members
• Must possess effective time management skills, sense of urgency and ability to plan and prioritize daily activities
• Must possess consultative skills and demonstrate ability to adapt to change in a fast-paced environment
• Must possess ability to receive constructive feedback and demonstrate accountability
• Must possess critical thinking, problem solving skills and good judgment
• Must successfully complete required client training and assessments before filling the role.
• Some experience using a modern CRM
• Able to operate under high-pressure situations

Even better if you have one or more of the following:

• Fluent in English + Spanish, verbal and written
• Fluent in English + French (French Canadian preferred), verbal and written
• Experience handling sensitive or complex customer situations
• Sales related customer facing experience
• A basic understanding of personal finance
• Background in financial services, debt relief, credit counseling, lending, or banking
• Strong problem-solving and data-gathering skills

Work at Home Requirements:

• Stable high-speed Internet connection at home, must be able to pass a speed test
• Must have a quiet home office with a door, zero background noise
• Must have own computer and USB headset

Technology Requirements:

• Windows PC
  • Dual Core CPU (1.5GHz or better)
  • 8GB RAM
  • 20GB Free Disk space 
  • Windows 8.1, or 10
• macOS
  • Intel Core i7, 2.3 Ghz
  • 8GB RAM
  • Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
• Chromebooks and Linux systems are not supported
• High-speed internet
  • Internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)
  • Latency from employee to data center should be under 150ms one-way
  • Wireless connections (Wi-Fi) are not supported. Employees should be directly connected to their ISP router with an Ethernet cable
  • Satellite internet is not currently supported
• Wired USB Headset, camera and smartphone (for security ID only) required

Elevation Connect will ALWAYS contact you directly for any information about your application. We will NEVER ask for fees or personal bank information in the interview process. Please be aware of scams.

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