Client Solutions Specialist

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

📋 Description

• Engage with clients whose accounts have recently become overdue and initiate a genuine conversation.

• Identify the reasons behind their situation to propose the appropriate solution, such as timing issues, a short month, or changes in circumstances.

• Obtain a commitment for a specific payment amount on a designated date and arrange it during the call.

• Follow up each call with an email or text to confirm agreements and ensure follow-up on all commitments.

• Accurately document each interaction in the loan management system.

• Adhere to UDAAP, TCPA, and Above Lending's guidelines regarding contact frequency and disclosure.

• Relay insights gained from calls to the team to enhance scripts, timing, and offers.

• Assist clients in getting back on track by offering tailored, sustainable payment plans.

• Contribute to client retention efforts and help bring delinquent clients back to good standing.

⛳️ Requirements

• A minimum of two years of experience in a phone-based role that required persuading individuals and closing deals on the call, rather than scheduling follow-ups.

• Background in retention or save work, first-party early-out or loss mitigation, or similar roles where you engaged clients for payments or commitments.

• Comfort in handling challenging and emotional conversations.

• Proven ability to meet conversation targets and openness to daily coaching aimed at achieving these goals.

• Strong written and verbal communication skills, with the ability to convey financial implications accurately without exaggeration.

• An instinct for compliance; understanding the distinction between creating urgency and exerting pressure.

• Dependable and capable of performing at a high level while working remotely.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible working hours to promote work-life balance.

• Supportive and inclusive work environment.