Client Retention Specialist (Remote)

Beyond Finance; United States; Remote; USD 26,000 - 28,000; Full time

Benefits offered by this job

Health, dental, vision coverage

PTO and paid holidays

401(k) matching

Parental leave

Job summary

Beyond Finance's Customer Success Team serves as the primary contact for clients enrolled in our hardship program. As a Retention Specialist, you educate and assist clients facing financial hardship while helping them stay in the Beyond Finance program.

You will primarily handle inbound calls, deescalate upset clients, assess their financial situation, and craft customized solutions to help them work toward debt‑free goals, while meeting retention targets and earning commissions.

Qualifications

• Experience in Retention, Sales, or Collections.
• High school diploma or equivalent; Associate's or Bachelor's 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 about Beyond Finance financial hardship program, ensuring understanding of benefits and options.
• Empathize and deescalate upset clients, addressing concerns and reducing stress.
• Navigate CRM system to access and document client information and progress.
• Analyze client's financial situation to determine best options toward debt-free goals.
• Retain Clients by developing customized solutions aligned with financial goals.
• Achieve Retention Goals and participate in commissions based on client outcomes.
• Provide best-in-class customer service over the phone and via other channels.

Skills

Retention

Sales

Negotiation

Calm under pressure

Active listening

Customer focus

Education

High school diploma

Tools

CRM

Job description

Location: Remote

Department: Client Success Specialist

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care,a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

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.

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 savy 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.

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
• Merit advancement opportunities
• Career development & training

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

The base salary range represents the low and high end of the anticipated salary range for this position. The actual base salary offered will depend on numerous factors including the individual’s skills, experience, performance, and the location where work is performed.

Base Pay Range

$19 — $20 USD

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.