Manager, Client Solutions

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

📋 Description

• Spearhead the recruitment, hiring, onboarding, and training of a highly effective team of Client Retention Specialists.

• Take responsibility for team performance goals and service standards.

• Oversee staffing, scheduling, and adherence to ensure specialists are accessible when clients are most reachable.

• Perform call monitoring, provide one-on-one coaching, and conduct performance evaluations.

• Cultivate a collaborative, supportive, and accountable remote team culture.

• Supervise daily operations in connection with clients who have recently become delinquent.

• Diagnose root causes of delinquency and formulate sustainable payment plans during calls.

• Ensure that payment arrangements and autopay authorizations comply with regulations and are properly established.

• Direct clients who require additional assistance to suitable hardship options.

• Leverage frontline insights and call analytics to enhance scripts, contact strategies, outreach timing, and customer resolution offers.

• Guarantee accurate documentation of contacts in the loan management system.

• Carry out post-call email and text follow-ups, tracking commitments to completion.

• Uphold high standards of customer interaction while fostering a sense of urgency without undue pressure.

⛳️ Requirements

• A minimum of 2 years of direct people management experience leading remote or contact-center teams in retention, save desk, first-party early delinquency, or loss mitigation.

• A proven history of managing to conversion targets and coaching team members to consistently meet individual and team metrics.

• Experience in setting targets and service standards.

• Strong leadership presence with the capability to navigate high-stakes, emotionally charged customer situations and guide specialists through challenging conversations.

• Over 3 years of experience in phone-based retention, customer success, or financial solution environments that require real-time problem-solving and securing commitments on calls.

• Comprehensive knowledge of consumer protection regulations, including UDAAP and TCPA.

• Ability to analyze operational metrics, identify trends in client delinquency, and translate data into actionable strategic adjustments.

• Management experience in consumer lending, debt settlement, or credit counseling environments is preferred.

• Familiarity with contact center and loan management systems such as Talkdesk, LoanPro, Zendesk, or similar tools is preferred.

🏝️ Benefits

• Substantial employer contributions towards health, dental, and vision insurance.

• Generous paid time off (PTO).

• Paid holidays.

• Paid parental leave.

• 401(k) program with company matching.

• Leadership development opportunities.

• Merit-based advancement opportunities.

• Ongoing training.

• A connected, inclusive team environment focused on community and belonging.