Role Description Join us as a Client Success Specialist! You will influence positive change for people and their finances. Together, CONSUMER Credit Counseling Service of Puerto Rico and GreenPath Financial Wellness will offer increased support to the 3.2 million people who call Puerto Rico home – helping them balance their budgets, reduce debt, rehabilitate their credit, acquire their first home, recover from storms, and regain financial peace of mind. At GreenPath, we believe in empowering people to lead financially healthy lives. As a Client Success Specialist (CSS), you’ll be the heart of our mission—supporting clients enrolled in our Debt Management Program and helping them achieve their financial goals. You’ll thrive in a swift, multi-channel call center environment where empathy, innovation, and teamwork are key. If you’re passionate about delivering exceptional service and making a real difference, we want to hear from you! What You’ll Do - Provide top-tier support via phone to clients on our Debt Management Program. - Taking back-to-back calls in a call center environment. - Support client accounts and ensure seamless account management. - Manage proposals, payments, deposits, and creditor communications. - Proactively review client accounts to identify and resolve issues. - Maintain accurate records and ensure compliance with state regulations. - Collaborate across departments to ensure seamless client experience. - Encourage and motivate clients throughout their financial journey. Qualifications - Bilingual (English/Spanish) preferred, but not required. - 2–3 years of customer service experience (call center preferred). - Associate’s degree preferred; Bachelor’s degree may substitute for experience. - A strong sense of professionalism is essential when supporting clients through sensitive financial situations. - Strong communication skills—empathetic, professional, and clear. - Tech-savvy with experience in Windows-based systems and CRM tools. - Comfort with numbers and basic financial calculations, including reviewing credit card statements, due dates, and payment schedules. Requirements - A private, enclosed room with a door. - Hard‑wired internet connection (ethernet required) and standard broadband internet. - Security camera in addition to standard computer setup. - Home environment must support productivity; remote work is not a replacement for caregiving. - Internet Requirements: - 200 Mbps minimum for a single‑person residence. - 400 Mbps minimum for residences with 2+ people. Benefits - A mission‑driven organization with over 60 years of impact in financial wellness. - A culture rooted in Integrity, Quality, and Teamwork. - Growth and development opportunities. - Supportive, inclusive, and collaborative work environment. - Competitive compensation and benefits. Additional Details - Work Schedule: Monday through Friday. Four days per week are scheduled from 9:00 AM – 6:00 PM local time, with one fixed late shift from 11:00 AM – 8:00 PM. - Training: - Begins June 8th, 2026. - Mandatory, full‑time for three weeks. - Typically training is from 9 AM - 6 PM EASTERN Time. - After training, you transition into your regular schedule.

• Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals. • Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices. • Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities. • Set strategic direction for the team, aligning customer success initiatives with company goals and market trends. • Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency. • Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact. • Own the ongoing development and optimization of best practices for Enterprise, Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves. • Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums. • Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies. • Partner with APAC GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.

• Onboard new clients with structured kickoff calls and milestone planning • Manage timelines and automate task flows using tools like Zapier or Make • Communicate clearly and proactively with clients and internal teams • Troubleshoot issues quickly and keep delivery running smoothly • Support renewals by consistently delivering a strong client experience

• Review and refine AI-generated outputs related to customer success, client engagement, support processes, and practical aspects of customer management • Evaluate AI responses for accuracy, practicality, and compliance with real-world requirements • Draft realistic customer scenarios based on your direct professional experience • Create scenario variations from different perspectives (e.g. customer success manager, client, support team, or stakeholder) • Identify gaps, oversights, or weak reasoning in AI-generated customer success content