Client Retention Specialist

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

📋 Description

• Educate clients on the Beyond Finance financial hardship debt program, detailing its benefits, processes, and available options.

• Engage with clients mainly through incoming phone calls.

• Deescalate situations with upset clients, demonstrating empathy towards their financial challenges and helping to reduce their stress.

• Assist clients in navigating the Beyond Finance program effectively.

• Utilize the CRM system to retrieve client information and monitor program progress.

• Keep precise and comprehensive records of client interactions and advancements in the program.

• Evaluate clients’ financial circumstances to identify suitable debt-free solutions.

• Create tailored solutions that align with clients’ financial objectives.

• Motivate at-risk clients to continue participating in the Beyond Finance program.

• Achieve or surpass retention goals.

• Deliver exceptional customer service via phone and other communication methods.

• Address client inquiries and proactively anticipate their unexpressed needs.

⛳️ Requirements

• Background in Retention, Sales, or Collections.

• High school diploma or equivalent qualification.

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

• Resilience and the ability to stay composed under pressure.

• Proficiency in negotiation and effectively deescalating client concerns.

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

• Strong customer orientation and the ability to adapt to various personality types.

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

• Commitment to teamwork and fostering collaboration within the department.

• Strong troubleshooting and problem-solving capabilities.

• Ability to multitask, prioritize effectively, and manage time proficiently.

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

🏝️ Benefits

• Significant employer contributions towards health, dental, and vision insurance plans.

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

• 401(k) matching program available.

• Opportunities for merit-based advancement.

• Access to career development and training programs.

• A positive and collaborative work atmosphere.

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

• Commission opportunities based on the ability to assist clients in achieving their financial goals.