Department Overview
Settlement Operations is responsible for negotiating and finalizing settlements with creditors on behalf of members. They ensure accurate processing of settlements, manage payment disbursements, and verify compliance with regulatory and contractual obligations. By coordinating with lenders, clients, and internal teams, they help facilitate a smooth transition from multiple debts into a single, manageable loan, ultimately supporting clients in achieving financial stability.
What requirements and technical training is needed to get into this position?
Previous call center/financial services experience (preferred)
Excellent verbal and written communication
Experience using excel, word, outlook and google sheets
High attention to detail
Proven track record of meeting goals and deadlines.
What do you do on a day-to-day basis?
Deliver on daily performance targets (individual and departmental), work with peers, workgroup partners, creditors and clients to deliver the highest level of service. Create the best client experience, and negotiate the lowest settlement terms with creditors. Research verify and manage accounts or client portfolios.
What days/hours does your team work?
Hours of Operation: Monday through Friday 5:00 AM – 5:00 PM. Shifts vary upon workgroups within Settlement Operations.
Who are the key stakeholders and who is impacted by your work (who’s your client)?
Anyone requiring debt settlement services, either via Freedom Debt Relief/Achieve or Achieve Accelerated Loans (AAL). We have built a strong partnership with our internal stakeholders: Creditor Development; Customer Service; Payment Operations, in addition to our members.
What are the metrics/KPIs used to define success?
Settlement Creation Rate
Created Settlement Conversion Rate
Inventory Liquidation Rate
Define the micro-culture of the department and what makes it special/unique?
Our micro-culture begins and ends with the company’s core values and mission: Care, Get Better, Collaborate, and Act with Integrity linking with the heart + $.
We have a fast-paced, results driven culture where we maintain a high level of accountability to our members and to each other. We embrace creativity, open lines of communication and forward thinking as one team. We challenge each other and work collaboratively, overcome obstacles and move our business forward.
How is the work structure – independent work or more collaboration?
Settlement Operations is a collaborative unit, although within the workgroups you will find individual responsibilities and the room to operate in, Sr. Leaders have fostered open collaboration from agent level; management; and Sr Leadership.
What does the future in terms of growth opportunity look like for this department?
Growth will always be dependent on business need and we are consistently evolving our business to optimize resolutions for our members. We will continue to adopt new technologies, a focus on data-driven decision making, and emphasize upskilling our agents to tackle complex problems.
What systems are used in the core roles?
Salesforce
Outlook
Tableau
Zoom
Slack