Client Retention Specialist

Role overview Help clients enrolled in a financial hardship program understand their options and navigate their progress toward becoming debt-free. The role handles inbound calls and other client requests, with a focus on people who are uncertain about the program’s value or considering leaving. Success calls for empathetic service, practical problem solving, and effective retention conversations.

Responsibilities - Explain the program’s process, benefits, and available options so clients can make informed choices. - Listen actively, address concerns, and de-escalate conversations with clients under financial stress. - Review client circumstances and program progress to help identify appropriate next steps. - Work with clients on solutions aligned with their financial goals and encourage continued participation. - Maintain accurate records of client interactions and progress in a CRM system. - Provide responsive service across phone and other communication channels while working toward retention goals.

Requirements - Experience in retention, sales, or collections. - High school diploma or equivalent; an associate or bachelor’s degree is a plus. - Strong verbal and written communication, active listening, and negotiation skills. - Resilience and composure when handling a high volume of calls or difficult conversations. - Familiarity with CRM systems and the ability to troubleshoot client issues. - Strong customer focus, organization, time management, adaptability, and collaborative skills.

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