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About the Role

Retention Specialists serve as the primary point of contact for clients in Beyond Finance’s financial hardship programs. This role is critical in ensuring customer loyalty by educating and assisting clients facing financial hardship and exploring options to become debt-free. You will interact primarily through inbound phone calls, deescalating upset clients, empathizing with their financial difficulties, and helping them navigate the program.

Responsibilities

Educate clients on the Beyond Finance financial hardship debt program, including benefits, process, and options.
Display empathy and active listening to deescalate upset clients and address concerns.
Utilize the CRM system to access client information and maintain accurate records of interactions.
Analyze client financial situations to determine appropriate debt-free solutions.
Collaborate with clients to develop customized solutions and encourage program retention.
Meet or exceed retention targets and earn commissions.
Provide best-in-class customer service via phone and other communication tools, responding to requests and anticipating needs.

Requirements

Experience in Retention, Sales, or Collections.
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.
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.

Skills

Customer Service
Communication
Active Listening
Negotiation
De-escalation
Problem Solving
Time Management
Adaptability

Location

Remote

Work Type

Full-time

Experience Level

Not specified

Education Level

High school diploma or equivalent
Associate's degree (plus)
Bachelor's degree (plus)

Salary/Compensations

$19—$20 USD per hour

Benefits

Employer contributions for health, dental, and vision programs
Generous PTO, paid holidays, and paid parental leave
401(k) matching program
Merit advancement opportunities
Career development & training

About the Company

Beyond Finance's mission is to help everyday Americans escape debt and achieve a brighter financial future.
The company has helped over 1 million clients through compassionate, individualized care, compliance, ethics, user-centric technology, and customized financial solutions.
Beyond Finance is a forward-thinking, rapidly growing organization focused on helping people.

Equal Opportunity

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies.
No fee will be paid to third parties who submit unsolicited candidates directly to Beyond Finance employees or the HR team.
No placement fee will be paid to any third party unless requested by the HR team.