Client Solutions Manager – Retention & Compliance

Lever, Inc.; Chicago (IL); Remote; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Retirement plan

Leadership development

Inclusive culture

Job summary

Above Lending, Inc. is hiring a Manager of Client Solutions to build and lead a high-performing retention team. You will recruit, coach, and guide remote specialists to achieve cure and commitment-kept metrics, while ensuring empathetic and compliant conversations with delinquent clients.

You will shape outreach strategies, call scripts, and payment plans based on analytics, aiming to improve overall customer outcomes and satisfaction.

Qualifications

• 2+ years of direct people management experience.
• Proven track record of managing to conversion targets and coaching teams to meet metrics.
• Strong leadership presence to guide specialists through difficult conversations.
• 3+ years of experience in phone-based retention, customer success, or financial solutions.
• Deep knowledge of consumer protection standards (UDAAP, TCPA) and ethical interactions.
• Analytical mindset to turn data into actionable strategy adjustments.

Responsibilities

• Lead recruitment, onboarding, and training of Client Retention Specialists.
• Own team performance targets and staffing, ensuring coverage when clients are most reachable.
• Conduct regular call monitoring, 1-on-1 coaching, and performance evaluations for targets.
• Foster a collaborative, remote team culture where team members feel valued and engaged.
• Oversee daily operations to reach delinquent clients and establish sustainable payment plans.
• Ensure compliant payment arrangements and routing to hardship options when needed.
• Refine scripts, contact strategies, and outreach timing using frontline insights and call analytics.
• Document every contact in the loan management system and follow up post-call.

Skills

People management

Conversion targets

Leadership presence

Phone-based retention

Compliance orientation

Analytical mindset

Tools

Talkdesk

LoanPro

Zendesk

Job description

Above Lending, Inc. is hiring a Manager of Client Solutions to build and lead a high-performing retention team. You will recruit, coach, and guide remote specialists to achieve cure and commitment-kept metrics, while ensuring empathetic and compliant conversations with delinquent clients.

You will shape outreach strategies, call scripts, and payment plans based on analytics, aiming to improve overall customer outcomes and satisfaction.