Client Retention Specialist (Remote)

Beyond Finance; Grand Rapids (MI); Remote; USD 26,174 - 27,552; Full time

Benefits offered by this job

Health, dental, and vision benefits

Generous PTO and paid holidays

401(k) matching program

Job summary

A financial services organization is seeking a Retention Specialist in Grand Rapids, Michigan. This role involves educating clients in financial hardship programs, deescalating concerns, and developing tailored solutions to aid client retention. Candidates should have experience in sales or retention, excellent communication skills, and the ability to work in a fast-paced environment. Competitive pay and comprehensive benefits offered.

Qualifications

• Ability to handle high call volumes.
• Resilient and calm under pressure.
• Tech-savvy and able to multitask.

Responsibilities

• Educate clients on program benefits.
• Empathize and deescalate client concerns.
• Analyze financial situations of clients.
• Collaborate to develop customized solutions.
• Achieve retention goals and provide best-in-class service.

Skills

Experience in Retention, Sales, or Collections

Strong verbal and written communication skills

Ability to work in a fast-paced environment

Strong customer focus

Negotiation and deescalation skills

Education

High school diploma or equivalent

Associate's or Bachelor's degree

Tools

Customer Relationship Management (CRM) system

Job description

About The Role

Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance’s financial hardship programs. Our Retention Specialists play a critical role in ensuring the continued loyalty of our Beyond customer base. As a Retention Specialist, your primary responsibility will be to educate and assist clients who are facing financial hardship and exploring options to become debt-free. You will play a crucial role in retaining clients within the Beyond Finance financial hardship debt program. In this position, you will interact with clients primarily through inbound phone calls and be responsible for deescalating upset clients, empathizing with their financial difficulties, and helping them navigate the Beyond Finance program. Their primary focus is on our at-risk customers who are struggling with the use and/or value of their enrolled program, requiring creative problem solving to help them better realize and understand the value of their decision.

Note: The original content included a variety of application questions and enrollment-related prompts that are not part of the core role description. They have been removed to focus on responsibilities, qualifications, and program details.

Key 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.
• Above all else, 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 We Look For

• Required - 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 saavy 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.

Base Pay Range

$19 - $20 USD

Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.