NIGHT SHIFT - CHINESE CLIENT RELATIONSHIP REPRESENTATIVE

Outsource Solutions is a service company specializing in assisting clients in finding the right partners to build, operate, and manage projects according to their specific requirements at a reasonable cost. We are committed to delivering optimal solutions that help clients save time and resources while ensuring the highest operational efficiency.

With a customer-centric approach, Outsource Solutions continuously enhances the quality of our services to provide the best possible experience. At the same time, we foster a professional, transparent, and equitable working environment where every employee is valued and given opportunities for growth.

If you are looking for a stable workplace with abundant learning and development opportunities, Outsource Solutions is the ideal choice to accompany you on your career journey.

NIGHT SHIFT - CHINESE CUSTOMER SERVICE - CLIENT RELATIONSHIP REPRESENTATIVE

Working hours: 21:00 - 06:00, 22:00 - 07:00, 23:00 - 08:00, 5 days/week (working by US business hours).

1. JOB RESPONSIBILITIES

• Manage an assigned portfolio of client accounts and serve as the primary point of contact for all client communications.
• Conduct consultations with Chinese-speaking clients (Mandarin) to assess their financial situation, explain the debt settlement program, and provide tailored guidance on the most suitable path forward.
• 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 cross-functionally with internal teams to drive timely and effective issue resolution.
• Take full ownership of client satisfaction, client retention, and overall account health.
• Perform additional duties as assigned by management to support departmental and organizational goals.

2. REQUIREMENTS

• Minimum 1 year of experience in Customer Service/Customer Care Representative/Customer Relationship or equivalent positions.
• Strong communication skills with the ability to explain complex financial concepts clearly and professionally.
• Good Chinese communication skills, with a willingness to learn how to explain financial concepts in a clear and approachable way.
• Conversational to fluent Mandarin (HSK Level 4 or above preferred), as the role involves working with Chinese-speaking clients and partners in the U.S.
• Age between 22 – 35 years old, in good health condition, and able to work night shift.
• Proven ability to handle multiple client accounts and manage high-volume workload effectively.
• Strong problem-solving skills with a proactive and solution-oriented mindset.
• High level of ownership and accountability in managing client outcomes.
• Careful, meticulous, and detail-oriented with the ability to review documents, verify information, and ensure a high level of accuracy.
• Experience using CRM systems and managing structured workflows is a plus.
• Ability to collaborate cross-functionally with internal teams.
• Preference will be given to candidates who:

+ Can start working immediately, attend interviews, and start work promptly.

+ Have previous experience working in banks/financial organizations and possess a solid understanding of customer service practices.

+ Have previously worked with US banks.

3. WE CAN OFFER

• High salaries for high performance, Official Salary: 20MIL VND.
• Work in a foreign-friendly and professional environment.
• Full participation in social insurance according to government regulations.
• Annual regular health check-ups.
• Team building activities and a 13th-month salary based on the company's business performance.
• Receive comprehensive training on company processes before starting work - continuous supervision and guidance from management until proficiency is achieved.
• The company provides all the necessary work equipment.
• Training on software usage such as CRM, ZOOM as required by the company.
• Access to a pantry with free tea, snacks, coffee, noodles, etc., daily. Microwave, refrigerator, hot and cold water dispenser with a view of the city.
• Separate resting area during lunch break.
• Working environment: young, dynamic, productive & speed-focused with various departments and over 80 employees.
• Competitive salary commensurate with capabilities. Fair evaluation and opportunities for career advancement.

4. JOB DETAILS

• Employment type: Full-time (Night shift at the company).
• Industry: Financial services in the US market (No insurance, No lending).
• Working hours: 21:00 - 06:00, 22:00 - 07:00, 23:00 - 08:00, 5 days/week (working by US business hours).