Job Overview
Progressive Debt Relief is seeking a highly motivated, client-focused Account Manager to own and actively manage a portfolio of clients throughout their debt relief program.
This is not a traditional customer service position.
Client Account Managers are responsible for client relationships, retention, account progression, creditor negotiations, payment management, and the overall financial performance of their assigned book of business.
While Account Managers own an assigned portfolio, they are also expected to assist clients outside of their book when handling inbound calls, emails, SMS communications, complaints, or other service needs. Ownership means resolving the issue—not simply transferring the client because the account belongs to someone else.
This position requires an individual who can combine exceptional client service with a strong business and revenue mindset. Successful Account Managers understand that client satisfaction, retention, settlement activity, payment continuity, account progression, and revenue are interconnected.
Account Managers are expected to proactively identify accounts requiring attention, resolve problems, follow through on commitments, and continually look for appropriate opportunities to strengthen and grow their book of business.
Following the training period and demonstrated success in the position, Account Managers may become eligible for administrative support from a Personal Assistant. This support is intended to reduce administrative workload and allow high-performing Account Managers to dedicate additional time to higher-level responsibilities such as creditor negotiations, retention, and portfolio development. Personal Assistant eligibility is based on performance and business needs and is not guaranteed.
What You'll Do
Client & Portfolio Management
- Own and actively manage an assigned portfolio of clients
- Serve as a primary point of contact throughout the client's program
- Handle high-volume inbound and outbound communication through phone, email, and SMS
- Assist and service clients outside of your assigned portfolio when business needs require
- Proactively communicate with clients rather than relying solely on inbound contact
- Maintain awareness of account status, client needs, risks, and opportunities
- Establish and maintain scheduled follow-ups and clearly documented next steps
- Document all client and creditor communications accurately and in real time
- Take ownership of outstanding issues through resolution
- Coordinate with internal departments when additional support is required
Client Retention & Account Health
Client retention is a core responsibility of this position.
- Identify clients who may be at risk of cancellation or disengagement
- Conduct proactive outreach before issues escalate
- Handle cancellation inquiries and conduct professional retention conversations
- Identify the underlying reason a client is considering leaving the program
- Address misunderstandings, service concerns, and changing financial circumstances
- Reinforce appropriate program expectations and educate clients regarding their progress and available options
- Identify reasonable solutions when payment or financial concerns affect program participation
- Accurately document cancellation reasons, retention efforts, and outcomes
- Identify recurring cancellation trends and communicate meaningful findings to management
Retention efforts must remain professional, compliant, and appropriate for the client's circumstances. Clients should never be pressured to remain in a program that is no longer appropriate for them.
Creditor Negotiations & Settlements
- Validate client debt and update accounts based on verified information
- Review accounts for settlement opportunities
- Communicate and negotiate directly with creditors and authorized representatives
- Negotiate settlement terms within established company guidelines and authorization levels
- Evaluate settlement terms for affordability and program compatibility
- Present settlement opportunities to clients in accordance with established procedures
- Coordinate settlement approvals, payments, and documentation
- Monitor active settlements and proactively address issues that could affect successful completion
- Maintain complete documentation of creditor communications and negotiated terms
- Escalate settlement terms requiring additional approval
- Consistently work to progress client accounts through the settlement process
Payments, Financial Changes & Account Recovery
- Work assigned payment, account-status, and revenue-related reports
- Contact clients regarding missed, returned, failed, or otherwise problematic payments
- Identify and address the reason for payment disruption
- Follow up consistently until payment-related issues are appropriately resolved
- Conduct updated client budgets when a client's financial circumstances change
- Evaluate whether program adjustments may be appropriate based on updated financial information
- Address accounts with earned fees or other amounts due in accordance with company procedures, including appropriate follow-up when an account has closed
- Identify payment patterns that may create increased cancellation or program-completion risk
- Document all payment-related conversations, commitments, and next steps
Customer Service & Complaint Resolution
- Respond to client calls, emails, and SMS communications promptly and professionally
- Provide accurate account information and program education
- Investigate concerns before responding
- Handle difficult or emotional conversations professionally
- De-escalate complaints and identify the underlying issue
- Develop appropriate solutions within established authority
- Coordinate with management or other departments when escalation is necessary
- Maintain ownership until the issue is resolved or an appropriate handoff is confirmed
- Complete all promised client follow-up
Exceptional customer service does not mean simply agreeing with the client. Account Managers are expected to listen, educate, problem-solve, establish appropriate expectations, and guide conversations toward productive solutions.
Portfolio Growth & Revenue Development
Account Managers are expected to actively strengthen and grow their assigned book of business.
- Maintain strong client engagement throughout the program lifecycle
- Protect existing business through proactive account management and retention
- Identify appropriate opportunities to add eligible debt to active client programs
- Assist eligible former clients with reactivation or re-enrollment
- Re-engage inactive or disengaged clients
- Identify appropriate opportunities for client referrals
- Maintain awareness of revenue opportunities and potential revenue loss within the portfolio
- Take ownership of the continued growth and financial performance of the assigned book of business
All account growth must be based on client need, program appropriateness, compliance requirements, and company policy.
Portfolio Performance & Accountability
This is a highly revenue-focused account management position.
Account Managers are expected to understand how their daily actions affect client retention, settlement production, payment continuity, program progression, client outcomes, and company revenue.
Successful Account Managers think beyond individual tasks. They understand the health of their portfolio, know which clients and accounts require immediate attention, identify where revenue or account progression may be at risk, and prioritize their workload based on client need, risk, opportunity, urgency, and business impact.
Account Managers are also responsible for actively working assigned operational reports. Reports are expected to be worked—not simply reviewed. Required outreach, documentation, follow-up, and escalation must be completed consistently.
Performance Expectations
Performance may be evaluated based on:
- Client retention and cancellation performance
- Revenue and fee performance
- Settlement production and account progression
- Payment recovery and continuity
- Portfolio growth
- Additional eligible debt added
- Reactivations and re-enrollments
- Referral activity
- Client engagement and successful contact
- Follow-up completion
- Report completion
- CRM and documentation accuracy
- Complaint resolution
- Call quality and client experience
- Compliance and quality-assurance results
- Attendance, reliability, and overall productivity
Account Managers are expected to produce strong business results while maintaining high standards for client service, compliance, professionalism, and sound judgment.
Who You Are
The ideal candidate is:
- Highly accountable and comfortable owning results
- Revenue-minded and motivated by measurable performance
- Client-focused without losing sight of business objectives
- Skilled at navigating objections and guiding conversations toward resolution
- Comfortable discussing sensitive financial matters
- Skilled at navigating difficult and emotional conversations
- Strong at objection handling, problem-solving, and de-escalation
- Persistent and comfortable with significant outbound communication
- Comfortable negotiating and advocating for favorable outcomes
- Highly organized and able to manage a substantial portfolio
- Able to prioritize competing responsibilities based on urgency and impact
- Detail-oriented with strong documentation habits
- Able to work independently within established guidelines
- Coachable and receptive to feedback, call reviews, and continued training
- Comfortable being held accountable to individual KPIs
- Professional, reliable, and consistent
- Motivated by both client outcomes and business results
Preferred Experience
Experience in account management, client retention, debt relief, financial services, creditor negotiations, collections, account recovery, consumer lending, loan servicing, customer success, high-volume client service, or relationship-based sales is preferred.
Direct debt settlement experience is beneficial but not required for candidates who demonstrate exceptional account ownership, communication, negotiation, retention, problem-solving, and revenue-management skills.
Schedule & Availability
This is a full-time, in-office position requiring scheduling flexibility based on client availability and business needs.
Employees are required to work:
- Morning shifts
- Evening shifts
- A rotating Saturday schedule
All shifts will be assigned based on department scheduling and business needs.
Saturday rotations may result in an adjusted weekday schedule to maintain appropriate weekly staffing and working hours.
Reliable and consistent attendance is an essential requirement of this position.
Training & Professional Development
Account Managers receive ongoing training in debt settlement operations, client retention, advanced communication and objection handling, creditor negotiations, settlement strategy, payment management, complaint resolution, CRM and portfolio management, compliance, and revenue performance.
Continued coaching, call reviews, quality assurance, and performance development are ongoing expectations of the position.
Compliance Requirements
Account Managers must conduct all client and creditor interactions in accordance with company policies and applicable federal and state requirements.
Employees are required to follow approved processes, scripts, disclosures, authorization requirements, communication procedures, and documentation standards.
Account Managers do not provide legal or tax advice and may not guarantee settlement outcomes, creditor participation, savings, timelines, or program results.
Base Pay: $42,500 annually, with additional quarterly incentive opportunities for high-performing Account Managers who exceed established performance targets.
Additional Information
Progressive Debt Relief is an equal opportunity employer. This position involves providing general educational information regarding debt settlement services. No outcomes or results are guaranteed. PDR employees do not provide legal or tax advice and do not enroll clients unless the debt settlement service is determined to be appropriate following an analysis and is voluntarily requested by the client.
Technology and AI Notice: Progressive Debt Relief may use technology, including artificial intelligence-assisted tools, to support certain aspects of the recruiting and hiring process. These tools may assist with reviewing, organizing, summarizing, or evaluating candidate information and interview responses. AI-assisted outputs may be considered as one factor in the hiring process; however, employment decisions are made by authorized PDR personnel and are not based solely on automated processing. Applicants who require a reasonable accommodation or have questions regarding the use of these tools may contact [email protected].
Applicants who are subject to a non-compete, non-solicitation, or similar restrictive covenant are encouraged to review their existing agreements prior to applying. Employment with Progressive Debt Relief may require execution of a non-compete or other restrictive covenant as a condition of employment. Any such agreement will be provided for review prior to hire and enforced in accordance with applicable law.
Employment is contingent upon successful completion of a background check and professional reference check, conducted in accordance with applicable law and job-related requirements. Reference checks may include contacting current or former employers.
Employment with Progressive Debt Relief is at-will, meaning either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.
Pay: From $42,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
- Vision insurance
Application Question(s):
- How many years of professional experience do you have in account management, client retention, financial services, collections, sales, or another performance-driven client-facing role?
- What is your typical commute time to downtown Orlando?
- This is a fully in-office position and is not remote or hybrid. Please confirm your understanding by responding “I understand.”
- This position requires a flexible schedule and participation in a rotating Saturday schedule. Are you able to consistently meet these scheduling requirements?
- Please describe your current employment status and your anticipated transition timeline should you accept a new position.
- What prompted you to explore new opportunities from your current or most recent position?
- Please confirm that you have reviewed and understand the compensation structure listed for this position by responding, “I understand.”
Education:
Language:
Work Location: In person
