Client Retention Specialist

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

📋 Description

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

• Empathize and Deescalate: Exhibit empathy and active listening skills to comprehend and deescalate concerns from upset clients, addressing their issues and easing their stress regarding financial matters.

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

• Analyze Financial Situation: Evaluate the client's existing financial circumstances 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 their continued participation in the Beyond Finance program.

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

• Above all, deliver an exceptional customer service experience via phone and various communication tools, promptly responding to client inquiries and anticipating unexpressed needs.

⛳️ Requirements

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

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

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

• Resilience and the ability to remain composed under pressure.

• Proven ability to negotiate and effectively deescalate client concerns.

• Technologically proficient, with experience using a Client Relationship Management system (CRM).

• Strong customer-centric approach and adaptability to different personality types.

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

• Support for team and department collaboration and inclusion.

• Strong troubleshooting and problem-solving capabilities.

• Ability to multitask, prioritize tasks, and manage time efficiently.

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

🏝️ Benefits

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

• Generous paid time off (PTO), holidays, and parental leave.

• 401(k) matching program.

• Opportunities for merit advancement.

• Career development and training programs.