Bilingual Client Retention Specialist

Role overview Inbound customer success role focused on retaining clients enrolled in a financial hardship debt program. The position centers on educating, empathizing with, and deescalating customers who are exploring options to become debt-free, while helping them realize the value of staying enrolled. Most work happens over the phone in a high-volume, fast-paced contact center environment, and bilingual Spanish is required.

Responsibilities - Educate clients on the financial hardship debt program, including benefits, process, and available options. - Empathize with and deescalate upset clients, addressing concerns and reducing stress tied to their financial situation. - Navigate the CRM to access client information and keep accurate records of interactions and program progress. - Assess each client's financial situation and recommend the most appropriate options for becoming debt-free. - Collaborate with clients to build customized solutions that align with their goals and encourage them to remain in the program. - Meet or exceed retention targets and earn commissions tied to enabling clients to achieve their financial objectives. - Deliver a high-quality customer service experience across phone and other communication channels.

Requirements - Bilingual Spanish required. - Experience in retention, sales, or collections. - High school diploma or equivalent; associate's or bachelor's degree is a plus. - Ability to work in a fast-paced environment and handle high call volumes. - Demonstrated skill in negotiating and deescalating client issues. - Proficiency with a CRM system and comfort with troubleshooting and problem solving.

Nice to have - Adaptability to different personality types and a willingness to grow with changing financial solutions.

Benefits and work setup - Indicative base pay of $19 to $21 USD per hour, with additional commission tied to retention performance. - Considerable employer contributions toward health, dental, and vision programs. - Generous PTO, paid holidays, paid parental leave, 401(k) matching, merit advancement opportunities, and career development and training. - Team-oriented culture emphasizing community, connection, and belonging.