Bilingual Client Retention Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients enrolled in Beyond Finance’s financial hardship initiatives.

• Inform and support customers experiencing financial challenges as they explore pathways to become debt-free.

• Engage with clients primarily via incoming phone calls.

• Deescalate upset clients, empathize with their financial situations, and assist them in navigating the program.

• Concentrate on at-risk clients who struggle with the usage or perceived value of their enrolled program.

• Provide detailed information about the financial hardship debt program, covering benefits, processes, and available options.

• Utilize the CRM system to access and comprehend client data, including financial status and program progress.

• Maintain precise and thorough records of client interactions and program developments within the CRM system.

• Evaluate clients’ current financial circumstances and identify suitable debt-free options.

• Create personalized solutions that align with clients’ financial objectives and promote program retention.

• Achieve or surpass retention targets while delivering exceptional customer service through phone and other communication channels.

⛳️ Requirements

• Bilingual in Spanish is mandatory.

• Background in retention, sales, or collections is essential.

• High school diploma or equivalent is required.

• An Associate's or Bachelor's degree is advantageous.

• Capability to thrive in a fast-paced environment and manage high call volumes.

• Resilient and able to maintain composure under pressure.

• Proven ability to negotiate and effectively deescalate client issues.

• Tech-savvy with proficiency in using a Client Relationship Management (CRM) system.

• Strong customer orientation and adaptability to diverse personality types.

• Excellent verbal and written communication skills complemented by active listening.

• Encourages teamwork and a culture of inclusion within the department.

• Possesses troubleshooting and problem-solving abilities.

• Capable of multitasking, establishing priorities, and effectively managing time.

• Willingness to adapt to a dynamic environment and learn about new financial solutions.

🏝️ Benefits

• Significant employer contributions for health, dental, and vision benefits.

• Generous paid time off, paid holidays, and parental leave.

• 401(k) matching program available.

• Opportunities for merit-based advancement.

• Career development and training provided.

• Positive, collaborative work environment.

• A sense of community, connection, and belonging throughout the organization.