Client Solutions & Retention Manager

Above Lending, Inc.; Chicago (IL); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Comprehensive Health Benefits

Time Off

Retirement Planning

Growth & Leadership

Culture

Job summary

Above Lending, Inc. is building a new Client Solutions team to lead retention efforts and help clients get back on track with compassionate, compliant conversations.

As Manager of Client Solutions, you will recruit, coach, and scale a high-performing remote team focused on cure rates and commitment-kept plans. You will shape outreach strategies, scripts, and payment-plan options based on insights, while ensuring accurate documentation and post-call follow-ups.

Qualifications

• 2+ years of direct people management experience leading remote or contact-center teams in retention or loss mitigation.
• Proven track record of managing to conversion targets and coaching teams to meet metrics.
• Strong leadership presence with ability to navigate high-stakes customer situations.
• 3+ years in phone-based retention or financial solution environments.
• Deep compliance orientation: knowledge of consumer protection standards (UDAAP, TCPA).
• Analytical mindset to turn operational data into strategy.

Responsibilities

• Lead recruitment, onboarding, and training of Client Retention Specialists.
• Own performance targets, service levels, staffing, and scheduling.
• Coach via regular call monitoring and 1-on-1 evaluations to boost metrics.
• Maintain remote team culture and engagement.

Skills

People management

Retention

Coaching

Compliance

Analytics

Call center

Leadership

Tools

Talkdesk

LoanPro

Zendesk

Job description

Above Lending, Inc. is building a new Client Solutions team to lead retention efforts and help clients get back on track with compassionate, compliant conversations.

As Manager of Client Solutions, you will recruit, coach, and scale a high-performing remote team focused on cure rates and commitment-kept plans. You will shape outreach strategies, scripts, and payment-plan options based on insights, while ensuring accurate documentation and post-call follow-ups.