Client Solutions Specialist

Remote; San Francisco (CA); Remoto; USD 25.000 - 39.000; Tempo pieno

Descrizione del lavoro

Above Lending is a forward‑looking financial services company that helps customers avoid high-cost debt and build a stronger financial future. We’re expanding rapidly and seek team members who can handle sensitive conversations with care.

This role focuses on retention, helping clients get back on track with clear commitments and timely follow‑ups. You’ll work remotely, on a schedule that supports flexible communication with borrowers, while adhering to compliance standards and company scripts.

Competenze

• Two or more years on the phone in a role where you had to change someone's mind and close on the call, not book a follow-up.
• Experience in retention or save work, first-party early-out or loss mitigation, or another role where you asked people for a payment or a commitment.
• Genuine comfort with a difficult, emotional conversation.
• A track record against a conversation target, and comfort with being coached against one daily.
• Clear written and verbal communication, and the judgment to explain financial consequences accurately without overstating them.
• Instinct for compliance. You should already know the difference between creating urgency and applying pressure.
• Reliable and able to perform at a high level working remotely.

Mansioni

• Call clients whose accounts have recently fallen behind, and reach a real conversation.
• Find out what actually happened to drive the right solution: a timing problem, a short month, a change in circumstances.
• Secure a commitment for a specific amount on a specific date, and set it up on the call.
• Follow the call with the email or text that closes it, and follow up on every commitment you take.
• Document every contact accurately in the loan management system.
• Work within UDAAP, TCPA, and Above's contact-frequency and disclosure requirements on every attempt.
• Bring what you learn back to the team. You'll help shape what we do next; the insights you bring back from calls directly inform our scripts, timing, and offers.

Conoscenze

Phone-based retention

Negotiation on calls

Clear communication

Compliance awareness

Remote work experience

Strumenti

Talkdesk

LoanPro

Zendesk

Descrizione del lavoro

Above Lending is a next-generation financial services company helping everyday Americans break the cycle of high-cost debt and move toward a stronger financial future. Through customized lending solutions, competitive rates, and personalized support, our mission is to simplify the lending process and help our clients achieve financial well-being. We are committed to making credit more affordable and accessible; backed by a culture grounded in compliance and ethics, and technology built around the people we serve.

We are growing quickly, and we are looking for new collaborators to help us reach the next level. If you want to join a forward-thinking, rapidly growing organization where helping people is the number one goal, we want to hear from you.

When a client misses a payment, you are the person who calls. You are not calling to demand anything, but to find out what happened and to help them get back on track before a small problem becomes a large one. Your job is to make that conversation easy to have, and to leave the client with a specific plan they can actually keep. This is a save/ retention role, not a traditional collections role. You will you will be measured on how many clients are brought current again, and on whether the commitments you take actually get paid.

What You'll Do

• Call clients whose accounts have recently fallen behind, and reach a real conversation

• Find out what actually happened to drive the right solution: a timing problem, a short month, a change in circumstances

• Secure a commitment for a specific amount on a specific date, and set it up on the call

• Follow the call with the email or text that closes it, and follow up on every commitment you take

• Document every contact accurately in the loan management system

• Work within UDAAP, TCPA, and Above's contact-frequency and disclosure requirements on every attempt

• Bring what you learn back to the team. You'll help shape what we do next; the insights you bring back from calls directly inform our scripts, timing, and offers.

What We're Looking For

• Two or more years on the phone in a role where you had to change someone's mind and close on the call, not book a follow-up

• Experience in retention or save work, first-party early-out or loss mitigation, or another role where you asked people for a payment or a commitment

• Genuine comfort with a difficult, emotional conversation

• A track record against a conversation target, and comfort with being coached against one daily

• Clear written and verbal communication, and the judgment to explain financial consequences accurately without overstating them

• Instinct for compliance. You should already know the difference between creating urgency and applying pressure

• Reliable and able to perform at a high level working remotely

Nice to Have

• Experience with consumer lending, debt settlement, or credit counseling

• Talkdesk, LoanPro, Zendesk, or comparable telephony and loan-servicing system

Join our dynamic team and contribute to Above Lending's success as we continue to provide innovative lending solutions to our customers.