Client Retention Specialist

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

📋 Description

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

• Empathize and Deescalate: Show empathy and active listening skills to comprehend and deescalate distressed clients, addressing their concerns and reducing their stress related to their financial circumstances.

• Navigate CRM System: Efficiently utilize our Customer Relationship Management (CRM) system to swiftly access and understand client information, including their current financial status and progress within the program. Keep 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 their goal of becoming debt-free.

• Retain Clients: Work together with clients to create personalized solutions that align with their financial aspirations, encouraging them to stay enrolled in the Beyond Finance program.

• Achieve Retention Goals: Meet or exceed retention objectives and earn commissions based on your ability to facilitate clients in achieving their financial goals.

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

⛳️ Requirements

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

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

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

• Resilient and capable of maintaining composure under pressure.

• Proven ability to negotiate and effectively deescalate client concerns.

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

• Strong customer orientation and adaptability to various personality types.

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

• Promotes teamwork and departmental collaboration & inclusion.

• Strong troubleshooting and problem-solving skills.

• Ability to multitask, prioritize, 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 benefits.

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

• 401(k) matching program.

• Opportunities for merit-based advancement.

• Career development and training.