Department: Operations

Pay: $55,000 to $65,000 Annually

Schaumburg, IL

The Client Success Specialist at FORTH is responsible for cultivating and maintaining strong, long-term relationships with clients by ensuring the successful adoption and utilization of company products and services. This position serves as a point of contact for clients, providing guidance, support, and strategic insights to maximize value, promote satisfaction, and drive client retention and growth.

Responsibilities
Duties and Responsibilities include but are not limited to the following:

• Serve as a liaison and trusted advisor to an assigned portfolio of clients.
• Support the Technical Account Managers.
• Develop a deep understanding of client business objectives and align company solutions to support those goals.
• Proactively manage client relationships through regular communication, performance reviews, and strategic planning sessions.
• Monitor client utilization, engagement, and satisfaction levels, identifying risks and opportunities for improvement.
• Collaborate with internal departments, including Sales, Product, Development, Operations, and Support, to address client needs and deliver timely, effective solutions.
• Facilitate client onboarding, training, and education to ensure seamless adoption of products and services.
• Respond to client inquiries, resolve issues, and escalate concerns as necessary to ensure a high standard of service delivery.
• Maintain accurate and comprehensive records of client interactions, activities, and account status within the company’s CRM system.
• Perform daily duties in line with the company’s Information Security Policies and Procedures.
• Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.

Qualifications and Required Skills

• High school diploma
• At least 2 years’ experience in client success, account management, or a related client-facing role.
• Demonstrated ability to build and maintain professional relationships with diverse stakeholders.
• Strong organizational, analytical, and problem-solving skills.
• Strategic thinking and the ability to align client needs with organizational offerings.
• High degree of professionalism, integrity, and discretion.
• Collaborative mindset with the ability to work cross-functionally.
• Strong attention to detail and accountability for results.
• Ability to manage multiple priorities and operate effectively in a fast-paced environment.

What Will Make You Stand Out

• Client-centric approach with a commitment to delivering exceptional service.
• Proficiency with CRM systems, such as Salesforce, ClickUp, and Pipedrive, and related client success tools.
• Knowledge of the Debt Resolution industry.
• Excellent verbal and written communication abilities, with a focus on professionalism and clarity.
• Associate degree, Bachelor’s degree or some college coursework in business or communications.

This role is hybrid and requires two days per week in the office.

Department: Operations

Pay: $50,000 to $60,000 Annually

Schaumburg, IL

The Consumer Service Agent serves as a front-line contact center professional, delivering exceptional customer experiences to Forth’s clients and servicing partners via high-volume inbound and outbound phone calls, email, and ticketing systems. This role is responsible for resolving customer inquiries efficiently, accurately, and empathetically, while supporting debt settlement operations through account research, transaction reconciliation, and issue resolution. The Consumer Service Agent acts as a trusted point of contact, collaborating closely with Operations and Information Technology teams. The role requires strong communication skills, emotional intelligence, and the ability to thrive in a fast-paced, metrics-driven contact center environment.

This role reports to the Consumer Services Manager.

Responsibilities
Duties and Responsibilities include but are not limited to the following:

• Serve as a primary point of contact for clients and servicing companies through high-volume inbound and outbound phone calls, emails, and ticket systems.
• Deliver empathetic, professional, and solutions-oriented customer service while handling sensitive financial situations.
• Resolve client and servicing partner inquiries on first contact whenever possible, escalating issues appropriately when needed.
• Accurately document all interactions, actions, and resolutions in internal systems.
• Manage multiple client interactions simultaneously while maintaining service quality and composure.
• Adhere to call handling standards, quality expectations, and productivity benchmarks.
• Demonstrate strong active listening skills and the ability to tailor communication style to each caller.
• Review and assist with client account maintenance, scheduled transactions, and audit-related files.
• Support daily reconciliation of transactions and investigate discrepancies.
• Identify issues impacting the client experience and proactively work toward resolution.
• Ensure all client communications are clear, accurate, and compliant.
• Partner with Operations and IT teams to improve processes, tools, and system functionality.
• Identify, document, and communicate best practices to streamline client and servicing workflows.
• Provide detailed feedback from customer interactions to support management decision-making.
• Participate in team meetings to discuss business updates, service trends, and priorities.
• Assist with special research, reporting, and projects as assigned.
• Perform daily duties in line with FORTH’s Information Security Policies and Procedures.
• Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.

Qualifications and Required Skills

• High School Diploma or GED required; Associate’s Degree or higher preferred.
• 1–3 years of experience in a contact center, call center, or customer service environment.
• Experience handling high call volumes and sensitive customer interactions preferred.
• Bilingual (English & Spanish) preferred.
• Background check required.
• Experience in debt settlement, banking, financial services, or treasury operations is a plus.

What Will Make You Stand Out

• Client-centric approach with a commitment to delivering exceptional service.
• Proficiency with CRM systems, such as Salesforce, ClickUp, or Pipedrive.
• Experience in a contact center and familiar with call center technology (CXone, Talkdesk, Five9).
• Knowledge of the Debt Resolution industry.
• Associate degree, Bachelor’s degree or some college coursework in business or communications.

This role is hybrid and requires three days per week in the office.

Department: Operations

Pay: $60,000-$65,000 Annually

Schaumburg, IL

SetForth, LLC. (FORTH®) is an administrative services and technology company focused on supporting businesses and consumers in the debt relief and financial services space. We build secure, compliant platforms and processes that facilitate client workflows, consumer interactions, payments, and more. Tier 1 Support Agents serve as the first point of contact for clients, providing prompt, accurate, and friendly assistance with system navigation, general inquiries, and basic technical issues. The role focuses on delivering a positive customer experience through clear communication and efficient problem-solving.

Responsibilities

Duties and Responsibilities include but are not limited to the following:

• Develop a strong understanding of the industries we serve and how our software solves industry-specific challenges.
• Communicate clearly and professionally with clients via phone and email, demonstrating strong verbal and written communication skills.
• Demonstrate proficiency with internet navigation, Microsoft Excel, Word, PDF tools, and efficient keyboard use.
• Deliver confident, empathetic support while effectively de-escalating and resolving client concerns.
• Accurately document client requests and resolutions in the support ticketing system.
• Translate technical and business challenges into actionable software solutions.
• Quickly adapt to changes in software, industry practices, and internal processes.
• Respond to client inquiries via phone, email, and support tickets promptly and professionally.
• Troubleshoot general technical issues related to system use, user errors, and basic configurations.
• Gather detailed information to accurately document support cases and determine the appropriate resolution or escalation path.
• Escalate unresolved or complex issues to Tier 2 or lead while ensuring all relevant context is included.
• Maintain a high level of product knowledge and keep current with updates and changes to the software.
• Follow internal processes and workflows to ensure consistent support standards and documentation.
• Demonstrate a customer-first mindset and provide a positive brand experience in every interaction.
• Manage multiple tasks efficiently while staying organized and detail-oriented.
• Perform daily duties in line with FORTH’s Information Security Policies and Procedures.
• Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.

Qualifications

• High school diploma required; associate degree or some college coursework in business or relevant field preferred.
• Experience using support ticketing platforms such as Zendesk or Desk.com.
• Basic understanding of CRM systems like Salesforce.
• Familiarity with tools like Google Meet, Zoom, or Join.me for screen-sharing and client walkthroughs.
• Basic knowledge of HTML, web browsers, or general web-based software is a plus.
• Previous customer service or help desk experience preferred.

This is a hybrid position, requiring two days a week in-office. Shifts will be scheduled between 8:00 a.m. CST and 7:00 p.m. CST. Tier 1 Support Agents also participate in a weekend on-call rotation, typically results in one weekend per month of paid on-call time.