Bilingual Client Retention Specialist

Role overview Support Spanish- and English-speaking clients enrolled in a financial hardship program, helping them understand their options and make informed decisions. This customer-facing role focuses on inbound calls from clients who may be dissatisfied or considering leaving, combining careful listening, problem solving, and retention goals.

Responsibilities - Explain the program’s process, available options, and potential value in clear terms. - Listen to clients’ concerns, acknowledge their financial stress, and work to de-escalate difficult conversations. - Review client circumstances and program progress to identify suitable next steps. - Develop individualized solutions with clients and encourage continued participation when appropriate. - Record interactions and progress accurately in a CRM system. - Respond to client requests across phone and other communication channels while meeting retention targets.

Requirements - Bilingual Spanish and English communication skills. - Experience in client retention, sales, or collections. - High school diploma or equivalent; further education is a plus. - Strong listening, negotiation, and de-escalation skills, with the resilience to manage a high volume of calls. - CRM proficiency, sound judgment, and the ability to troubleshoot client concerns. - Ability to prioritize, multitask, adapt to changing processes, and collaborate with a team.

Benefits and work setup Eligible full-time employees receive health, dental, and vision coverage with employer contributions; paid time off, holidays, and parental leave; and a 401(k) match. Training, career development, and advancement opportunities are also offered. The role includes retention targets and commission earnings.