Client Retention Specialist

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

📋 Description

• Educate Clients: Deliver thorough information regarding the Beyond Finance financial hardship debt program to clients, ensuring they fully comprehend the benefits, processes, and available options.

• Empathize and Deescalate: Exhibit empathy and active listening skills to understand and calm upset clients, addressing their concerns and easing their stress related to their financial circumstances.

• Navigate CRM System: Utilize our Customer Relationship Management (CRM) system efficiently to quickly retrieve and understand client information, including their current financial status and program progress. Maintain precise and detailed records of all client interactions and program advancements in the CRM system.

• Analyze Financial Situation: Evaluate the client's current financial condition and identify the most suitable options to assist them in achieving their goal of becoming debt-free.

• Retain Clients: Work collaboratively with clients to create tailored solutions that align with their financial aspirations, encouraging them to stay engaged with the Beyond Finance program.

• Achieve Retention Goals: Meet or surpass retention objectives and earn commissions based on your success in helping clients reach their financial goals.

• Above all else, deliver an exceptional customer service experience over the phone and through various communication channels, responding to client inquiries and anticipating unspoken needs.

⛳️ Requirements

• Required - Experience in Retention, Sales, or Collections.

• High school diploma or equivalent (Associate's or Bachelor's degree is advantageous).

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

• Resilient and capable of maintaining composure under pressure.

• Proven ability to negotiate and effectively deescalate client issues.

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

• Strong customer focus and adaptability to diverse personality types.

• Excellent verbal and written communication skills, along with active listening abilities.

• Supports collaboration and inclusion within the team/department.

• Strong troubleshooting and problem-solving skills.

• Capacity to multitask, prioritize, and manage time efficiently.

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

🏝️ Benefits

• Considerable employer contributions for health, dental, and vision programs.

• Generous PTO, paid holidays, and paid parental leave.

• 401(k) matching program.

• Merit advancement opportunities.

• Career development & training.