Debt Resolution Specialist (BPO)

Position Summary

The Debt Resolution Specialist is responsible for engaging with individuals who are experiencing financial stress due to outstanding debts. This role focuses on building trust, conducting discovery conversations, and prequalifying potential clients for debt relief programs. The Specialist provides education about available financial / legal solutions and transfers qualified leads to Senior Closers for final program enrollment. The goal is to deliver a professional, empathetic, and solutions-oriented experience that helps individuals regain financial stability.

Key Responsibilities

Conduct outbound calls to individuals who have expressed interest in debt resolution services or appear in debt databases.

Handle outbound calls from leads generated through advertisements or online campaigns.

Establish rapport quickly, demonstrating empathy and professionalism to build trust with potential clients.

Gather detailed financial information and personal context to understand the client’s debt situation.

Prequalify leads based on criteria such as debt amount, eligibility, and program suitability.

Educate potential clients on how a structured debt resolution program works, emphasizing both legal and financial aspects.

Address concerns, answer basic questions, and alleviate the emotional stress associated with debt.

Transfer qualified and interested leads to a Senior Closer for final discussion and enrollment.

Accurately document all interactions, financial details, and outcomes in the CRM system.

Meet or exceed performance metrics, including call quality, lead conversion rates, and compliance standards.

Follow all regulatory and client-specific guidelines regarding data privacy, financial compliance, and ethical practices.

Qualifications

At least 1–2 years of experience in a call center, BPO, sales, or customer service environment (financial services background preferred).

Strong communication skills in English, both verbal and written.

Ability to handle sensitive financial conversations with professionalism and empathy.

Basic understanding of financial products, credit, or debt resolution is an advantage (training will be provided).

Proficiency in using CRM tools and call center systems.

High school diploma required; bachelor’s degree preferred.