Remote Client Solutions & Retention Specialist

Remote; San Francisco (CA); Remote; USD 25,000 - 39,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Phone-based retention

Negotiation on calls

Clear communication

Compliance awareness

Remote work experience

Tools

Talkdesk

LoanPro

Zendesk

Job description

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.