Client Retention Specialist

Role overview

This role focuses on retaining clients enrolled in a financial hardship debt program, serving as the primary point of contact for customers who are exploring options to become debt-free. The position involves handling high volumes of inbound calls, deescalating distressed clients, and guiding them to remain in the program through personalized, empathetic solutions.

Responsibilities

- Educate clients on program benefits, processes, and available options for becoming debt-free. - Empathize with and deescalate upset callers using active listening and patience. - Navigate CRM systems to access account details and document interactions accurately. - Analyze each client's financial situation and recommend the most appropriate program options. - Develop customized retention strategies aligned with individual financial goals. - Meet or exceed retention targets while earning commissions tied to client outcomes.

Requirements

- Experience in retention, sales, or collections. - High school diploma or equivalent; an associate's or bachelor's degree is a plus. - Ability to thrive in a fast-paced environment with high call volumes. - Strong negotiation, deescalation, and active listening skills. - Proficiency with CRM systems and general tech savviness. - Adaptability to varied personalities and a changing product landscape.

Benefits and work setup

Base pay range of $19-$20 USD. Eligible full-time employees receive substantial employer contributions toward health, dental, and vision coverage, generous PTO, paid holidays, paid parental leave, a 401(k) matching program, merit-based advancement tracks, and ongoing career development training.