Client Retention Specialist

Summary

Join Beyond Finance's Customer Success Team as a Retention Specialist and make a real difference in the lives of everyday Americans struggling with debt. You'll be the primary point of contact for clients enrolled in our financial hardship programs, educating them, de-escalating concerns, and helping them navigate their path to financial freedom. This role requires strong communication, empathy, and problem-solving skills, along with experience in retention, sales, or collections. Beyond Finance offers a supportive and collaborative work environment with excellent benefits, including health insurance, generous PTO, 401(k) matching, and career development opportunities. If you're passionate about helping people and thrive in a fast-paced environment, this is the perfect opportunity for you. Help us reach the next level and make a positive impact on our clients' lives.

Requirements

• Experience in Retention, Sales, or Collections
• High school diploma or equivalent
• 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

Responsibilities

• Educate Clients: 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
• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation
• Navigate CRM System: 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
• Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free
• Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program
• Achieve Retention Goals: 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

Preferred Qualifications

Associate's or Bachelor's degree

Benefits

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training