From the listing
About the role
At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients.
Our Customer Success Team serves as the primary point of contact for customers enrolled in Beyond Finance’s financial hardship programs. Retention Specialists educate and assist clients facing financial hardship, primarily through inbound phone calls, helping at-risk customers understand the value of their enrolled program.
What you'll do
- Provide comprehensive information about the Beyond Finance financial hardship debt program, ensuring clients understand the benefits, process, and available options.
- Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating stress regarding their financial situation.
- Use the Customer Relationship Management (CRM) system to access and comprehend client information, including financial status and program progress. Maintain accurate and detailed records of client interactions and program progress.
- Assess each client's current financial situation and determine the most appropriate options to help them become debt-free.
- Collaborate with clients to develop customized solutions aligned with their financial goals and encourage them to remain in the Beyond Finance program.
- Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
- Provide a best-in-class customer service experience over the phone and through various communication tools, responding to client requests and anticipating unstated needs.
What they're looking for
- 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 customer focus and adaptability to different personality types.
- Strong verbal and written communication skills along with active listening.
- Supports team/department collaboration and inclusion.
- Troubleshooting and problem solving skills.
- Ability to multi-task, set priorities and manage time effectively.
- Willingness to adapt to a changing environment and learn about new financial solutions.
Nice to have
- Associate's or Bachelor's degree.
Benefits, as listed
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