Client Retention Specialist

Summary

Beyond Finance helps everyday Americans escape debt through compassionate care, compliance-focused practices, supportive technology, and customized financial solutions. The Client Retention Specialist educates and assists clients experiencing financial hardship, deescalates concerns, navigates CRM records, assesses financial situations, and develops solutions to retain clients in the company’s debt program. The role also focuses on delivering excellent customer service and meeting retention goals.

Responsibilities

• Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options
• Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation
• Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system
• Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free
• Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program
• Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives
• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

Skills

• Required - Experience in Retention, Sales, or Collections
• Ability to work in a fast-paced environment and handle high call volumes
• Resilient and able to remain calm under pressure
• Demonstrated ability to negotiate and deescalate client issues effectively
• Tech saavy and proficiency with a Client Relationship Management system (CRM)
• Strong customer focus and adaptability to different personality types
• Strong verbal and written communication skills along with active listening
• Supports team/department collaboration & inclusion
• Troubleshooting and problem solving skills
• Ability to multi-task, set priorities and manage time effectively
• Willingness to adapt to a changing environment and learn about new financial solutions
• High school diploma or equivalent (Associate's or Bachelor's degree is a plus)

Qualifications

Must Haves

• Required - Experience in Retention, Sales, or Collections
• Ability to work in a fast-paced environment and handle high call volumes
• Resilient and able to remain calm under pressure
• Demonstrated ability to negotiate and deescalate client issues effectively
• Tech saavy and proficiency with a Client Relationship Management system (CRM)
• Strong customer focus and adaptability to different personality types
• Strong verbal and written communication skills along with active listening
• Supports team/department collaboration & inclusion
• Troubleshooting and problem solving skills
• Ability to multi-task, set priorities and manage time effectively
• Willingness to adapt to a changing environment and learn about new financial solutions

Nice to Haves

• High school diploma or equivalent (Associate's or Bachelor's degree is a plus)

Benefits

• For eligible full-time employees, considerable employer contributions for health, dental, and vision programs
• For eligible full-time employees, generous PTO, paid holidays, and paid parental leave
• For eligible full-time employees, a 401(k) matching program
• For eligible full-time employees, merit advancement opportunities
• For eligible full-time employees, career development & training
• An uplifting, collaborative work environment
• An environment of community, connection, and belonging across the entire organization
• Commissions based on your ability to enable clients to achieve their financial objectives