Client Success Specialist

OP RaaS; Houston (TX); Remote; USD 42,000 - 54,000; Full time

Job summary

Beyond Finance is seeking a Client Success Specialist to serve as the primary contact for clients in hardship programs. You will guide them from enrollment through graduation with a caring, high-touch service mindset and strong problem-solving skills.

In a remote call center environment, you’ll handle high volume calls, resolve issues on first contact when possible, document activity in our CRM, and collaborate with other teams to ensure timely, accurate support and client retention.

Qualifications

• Bachelor’s degree preferred.
• Strong written and verbal communication skills.
• Experience with CRM systems and high-volume support.

Responsibilities

• Provide helpful, caring customer service over high-volume inbound/outbound calls in a remote call center.
• Identify, analyze, and resolve client issues with first-call resolution when possible.
• Handle emails/inquiries requiring clear written/verbal communication.
• Maintain positive client relations and collaborate with other departments to address requests.
• Document information in the CRM and research across multiple systems to support client accounts.

Education

Bachelor's degree

Job description

About The Role

Our Client Success Specialist serves as the primary point of contact for clients enrolled in Beyond Finance’s financial hardship programs. They are Beyond’s caring voice to the client and guide them from enrollment through graduation. Our Client Success Specialist possesses a “second-to-none” work ethic and an upbeat, positive and passionate attitude about customer service. By responding promptly to client requests, and possessing an acute awareness that allows them to anticipate the client’s needs and exceed expectations, our Client Success Department is critical to the success of helping maintain Beyond’s white glove service standard..

What You’ll Do

• Above all else, provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment
• Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationship
• Occasionally handle emails/inquiries from clients regarding complex topics and issues requiring superb written and verbal communication skills
• Exhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutions
• Develop and maintain positive client relations and work collaboratively with other departments within the company to ensure client requests and questions are appropriately handled in a timely manner
• Work independently and with a team (indirectly) to drive retention of clients through bolstering product knowledge and providing best-in-class service at all times
• Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple robust computer programs/systems simultaneously and document information, activities and changes in the CRM database (Client Relationship Management System) for client accounts. Apply various troubleshooting techniques to resolve complicated technical or configuration issues
• Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions.
• Meet and exceed client centric performance expectations focused around quality of service and efficiency
• Engage with feedback to leader and team to collaborate and streamline workflows

What We Look For

• Bachelor’s Degree, preferred
• Bilingual - Spanish (preferred / not required)
• Strong technical aptitude and ability to learn and navigate complex systems
• Excellent communication skills (written, verbal, and listening)
• You operate with understanding, active listening, patience, empathy and kindness to customers
• Strong interpersonal skills and can independently handle routine and complex client inquiries
• Have a people-focused approach and solution mindset, you’re an effective problem solver.
• Effective at time management, planning & organizing tasks
• Ability to work from home in a distraction free environment
• Reliable, High Speed, Internet connection