[Remote] Client Retention Specialist at Beyond Finance

Remote

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Experience in Retention, Sales, or Collections
High school diploma or equivalent (Associate's or Bachelor's degree is a plus)
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 & 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

Responsibilities

Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options
Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation
Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system
Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free
Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program
Achieve Retention Goals: 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

Skills

Key technologies and capabilities for this role

Customer ServiceClient RetentionDe-escalationActive ListeningEmpathyProblem SolvingInbound Calls

Questions & Answers

Common questions about this position

What are the key responsibilities of a Client Retention Specialist?

Key responsibilities include educating clients about the financial hardship debt program, empathizing and deescalating upset clients, navigating the CRM system, analyzing financial situations, retaining clients through customized solutions, achieving retention goals, and providing best-in-class customer service.

Is there a commission structure for this role?

Yes, Retention Specialists can earn commissions based on their ability to enable clients to achieve their financial objectives and meet or exceed retention targets.

What skills are essential for success in this position?

Essential skills include empathy and active listening for deescalating upset clients, creative problem-solving for at-risk customers, proficiency in using a CRM system, and the ability to analyze financial situations and develop customized solutions.

What is the company culture like at Beyond Finance?

Beyond Finance has a culture focused on compliance and ethics, compassionate individualized care, supportive user-centric technology, and helping people as its number one goal in a forward-thinking, rapidly growing organization.

How do Retention Specialists interact with clients?

Retention Specialists interact with clients primarily through inbound phone calls, serving as the primary point of contact to educate, assist, and retain clients in the financial hardship program.

Beyond Finance

Debt relief solutions for unsecured debt

About Beyond Finance

Beyond Finance provides debt relief solutions for individuals struggling with unsecured debt, such as credit card debt and personal loans. The process starts with a free online assessment to determine if a client's debt qualifies for their services, followed by the development of a personalized plan using proprietary technology. Experienced consultants negotiate with creditors to settle debts for lower amounts, and the company offers consolidation loan options through a network of lenders. Beyond Finance differentiates itself by charging fees only after clients see results, ensuring a strong focus on customer service and communication.

Houston, TexasHeadquarters

2016Year Founded

$805MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Paid Holidays

Parental Leave

401(k) Company Match

Professional Development Budget

Risks

Rising interest rates may reduce demand for debt consolidation loans.

Increased competition from fintech startups could erode Beyond Finance's market share.

Potential regulatory changes could increase operational costs for Beyond Finance.

Differentiation

Beyond Finance offers free financial therapy, enhancing holistic financial wellness solutions.

The company provides a mobile app for debt management, a first in the industry.

Beyond Finance's success fee model aligns company interests with client outcomes.

Upsides

Increased demand for digital financial tools boosts Beyond Finance's mobile app adoption.

Investor confidence is high, evidenced by a $635 million credit facility from Comvest.

Recognition for customer service and transparency enhances Beyond Finance's brand reputation.

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