Client Retention Specialist

Position Overview

• Location Type: [Not Specified]
• Job Type: [Not Specified]
• Salary: [Not Specified]

Beyond Finance is a company dedicated to helping everyday Americans overcome debt and achieve financial freedom. We offer compassionate, individualized care, focus on compliance and ethics, utilize supportive user-centric technology, and provide customized financial solutions. We have assisted over 700,000 clients on their journey to a brighter future. We are seeking motivated individuals to join our growing organization with a mission to help people.

About The Role

The Customer Success Team at Beyond Finance serves as the primary point of contact for clients enrolled in our financial hardship programs. As a Retention Specialist, you will be crucial in ensuring client loyalty and assisting clients facing financial hardship in their journey to becoming debt-free. Your primary responsibilities will involve educating and supporting clients, primarily through inbound phone calls. You will be responsible for deescalating upset clients, showing empathy towards their financial difficulties, and guiding them through the Beyond Finance program. The focus is on retaining clients who are at-risk or struggling with the program's use or value, requiring creative problem-solving to help them understand and realize the program's benefits.

Key Responsibilities

• Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program, ensuring clients understand the benefits, process, and available options.
• Empathize and Deescalate: Utilize empathy and active listening to understand and deescalate upset clients, addressing their concerns and reducing their stress.
• Navigate CRM System: Efficiently use the Customer Relationship Management (CRM) system to access client information, understand their financial status and program progress, and maintain accurate records of all interactions.
• Analyze Financial Situation: Assess clients' current financial situations to identify the most suitable options for them to achieve their debt-free goals.
• Retain Clients: Collaborate with clients to create personalized solutions aligned with their financial goals and encourage their continued participation in the Beyond Finance program.
• Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on enabling clients to achieve their financial objectives.
• Provide Best-in-Class Customer Service: Deliver exceptional customer service over the phone and through various communication tools, responding to client requests and anticipating their needs.

What We Look For

• Required Experience: Experience in Retention, Sales, or Collections.
• Education: High school diploma or equivalent (Associate's or Bachelor's degree is a plus).
• Work Environment: Ability to thrive in a fast-paced environment and manage high call volumes.
• Resilience: Ability to remain calm and effective under pressure.
• Negotiation & Deescalation: Demonstrated ability to negotiate and effectively deescalate client issues.
• Technical Proficiency: Tech-savvy with proficiency in a Client Relationship Management (CRM) system.
• Customer Focus: Strong customer focus and adaptability to various personality types.
• Communication Skills: Strong verbal and written communication skills, including active listening.
• Teamwork: Supports team and department collaboration and inclusion.
• Problem Solving: Strong troubleshooting and problem-solving skills.
• Time Management: Ability to multitask, set priorities, and manage time effectively.
• Adaptability: Willingness to adapt to a changing environment and learn.