At Beyond Finance, we're dedicated to helping everyday Americans break free from the chains of debt and financial hardship. Our Customer Success Team plays a pivotal role in guiding clients through the process of escaping debt and achieving their financial goals. We're seeking a dedicated Retention Specialist to join our team and make a significant impact in a forward-thinking, growing organization.
The Retention Specialist role at Beyond Finance is essential in maintaining the quality and satisfaction of our clients, ensuring they continue on their journey to financial freedom. As a Retention Specialist, you'll be responsible for:
- Educating clients on the Beyond Finance financial hardship debt program, ensuring they fully understand the benefits and options.
- Empathizing with clients' financial struggles and deescalating any upset or stressed situations.
- Navigating the CRM system to quickly access and understand client information, including their current financial status and progress.
- Assessing the client's financial situation and recommending tailored solutions to help them achieve their debt-free goals.
- Collaborating with clients to develop customized solutions and encourage them to remain in the Beyond Finance program.
- Meeting or exceeding retention targets to earn commissions and ensure client satisfaction.
- Providing a consistently top-notch customer service experience over the phone and through various communication tools, addressing client requests and anticipating their needs.
The ideal candidate for this role should possess the following qualities:
- Experience in retention, sales, or collections.
- A high school diploma or equivalent education (an Associate's or Bachelor's degree is preferred).
- Ability to work in a fast-paced environment and handle high call volumes.
- Resilience and the ability to remain calm under pressure.
- Proven negotiation and de-escalation skills.
- Proficiency in a Client Relationship Management (CRM) system.
- Strong customer focus, adaptability, and teamwork skills.
- Excellent verbal and written communication, including active listening.
- Ability to multi-task, prioritize, and manage time effectively.
- Willingness to adapt to a changing environment and learn about new financial solutions.
To excel in this role, you should also have a deep understanding of financial hardship programs and the ability to provide customized solutions that resonate with clients' goals.
Key Responsibilities:
- 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.
- Educate clients on how to use and benefit from their program, and help them understand the value of their decision.
- Empathize with clients' financial difficulties and deescalate any upset situations.
- Assess the client's financial situation and recommend tailored solutions to help them achieve their debt-free goals.
- Collaborate with clients to develop customized solutions and encourage them to remain in the Beyond Finance program.
- Meet or exceed retention targets and earn commissions based on your ability to help clients achieve their financial objectives.
- Provide a best-in-class customer service experience over the phone and through various communication tools, addressing client requests and anticipating their needs.
To join our team, you must meet the following requirements:
- Experience in retention, sales, or collections
- A high school diploma or equivalent education (an Associate's or Bachelor's degree is preferred)
- Ability to work in a fast-paced environment and handle high call volumes
- Resilience and the ability to remain calm under pressure
- Proven negotiation and de-escalation skills
- Proficiency in a Client Relationship Management (CRM) system
- Strong customer focus, adaptability, and teamwork skills
- Excellent verbal and written communication skills, including active listening
- Ability to multi-task, prioritize, and manage time effectively
- Willingness to adapt to a changing environment and learn about new financial solutions
Join us at Beyond Finance and be a part of a team committed to helping others break free from the cycle of debt. You'll have the opportunity to make a difference in people's lives while working in a warm, collaborative environment with a strong focus on client satisfaction and financial growth.
Here's a breakdown of the base salary range for this role:
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Why Join Us?
At Beyond Finance, we offer an array of benefits that reflect your value to our organization. These include:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
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