From the listing
About the role
Our Customer Success Team serves as the primary point of contact for valued customers enrolled in financial hardship programs. Retention Specialists play a critical role in ensuring continued loyalty by educating and assisting clients who are facing financial hardship and exploring options to become debt-free.
This role primarily involves interacting with clients through inbound phone calls, deescalating upset clients, and empathizing with their financial difficulties. The focus is on at-risk customers who are struggling with the use or value of their program, requiring creative problem solving to help them reach their goals.
What you'll do
- Provide comprehensive information about financial hardship debt programs to ensure clients understand benefits and options.
- Display empathy and active listening skills to understand and deescalate upset clients.
- Effectively use the CRM system to access client information and maintain accurate records of all interactions.
- Assess the client's current financial situation to determine the most appropriate options for becoming debt-free.
- Collaborate with clients to develop customized solutions that encourage them to remain in the program.
- Meet or exceed retention targets and earn commissions based on enabling clients to achieve financial objectives.
- Provide a best-in-class customer service experience by responding to requests and anticipating unstated needs.
What they're looking for
- Bilingual Spanish required.
- Required 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 savvy and proficiency with a Client Relationship Management system (CRM).
- Strong verbal and written communication skills along with active listening.
- Ability to multi-task, set priorities, and manage time effectively.
Nice to have
- Associate's or Bachelor's degree.
Members-only role.
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