Client Solutions Specialist

Above Lending, Inc.; United States; On-site; USD 40,000 - 65,000; Full time

Benefits offered by this job

Performance bonuses

Remote work

Job summary

Above Lending is seeking a retention specialist to contact clients with accounts behind on payments, understand what happened, and secure a concrete recovery plan. The role focuses on saving accounts and keeping clients on track rather than traditional collections.

You will work remotely in a high-touch, compliant environment and be measured on how many clients are brought current and on the execution of commitments over time.

Qualifications

• 2+ years on the phone in a role where you close on the call.
• Experience in retention or save work, or loss mitigation.
• Comfort with difficult, emotional conversations.
• Proven track record against a conversation target.
• Clear written and verbal communication; explain financial consequences accurately.
• Instinct for compliance; avoid creating urgency through pressure.
• Reliable and able to work remotely.

Responsibilities

• Call clients whose accounts have recently fallen behind and have real conversations.
• Diagnose causes and propose the right solution and payment timing.
• Secure a commitment for a specific amount on a specific date on the call.
• Follow up with email or text and ensure all commitments are tracked.
• Document contacts accurately in the loan management system.
• Work within UDAAP, TCPA, and Above's rules on every attempt.
• Share learnings with the team to improve scripts and offers.

Skills

Phone sales

Retention experience

Clear communication

Compliance awareness

Remote work capable

Tools

Talkdesk

Zendesk

LoanPro

Job description

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 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.

Under the California Consumer Privacy Act (“CCPA”), Above Lending is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.

*Above Lending is an equal opportunity Employer*

Above Lending 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 Above Lending employees or the Above Lending Finance and HR teams. No placement fee will be paid to any third party unless such a request has been made by the Above Lending HR team.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

In addition to base compensation, this position qualifies for performance bonuses. Agents have a potential earn a monthly bonus based on qualifying metrics, subject to the terms outlined in the company's commission plan. The compensation range is based on the level outlined in the job posting, and compensation decisions are dependent on each applicant's experience, skills and abilities.