Retention Specialist

Coastal Debt Resolve; Fort Lauderdale (FL); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO

Job summary

Coastal Debt Resolve, Fort Lauderdale, is seeking a motivated Bilingual Retention Specialist to maintain positive client relationships and guide clients through the debt settlement process. You will communicate options, address concerns, and support clients toward financial stability.

The role requires proactive communication, strong negotiation skills, and the ability to manage multiple cases with empathy. Comprehensive training and a benefits package are provided.

Qualifications

• Minimum 2 years’ experience in customer service, client relations, or a related field, focusing on retention.
• Proven track record of successful negotiations and settlements.
• Excellent communication, negotiation, and problem-solving skills.
• High level of integrity, professionalism, and attention to detail.
• Ability to efficiently manage your time and handle multiple complex cases.

Responsibilities

• Proactively reach out to clients to check on their satisfaction and address concerns.
• Provide clear information about debt settlement options and Coastal Debt Resolve programs.
• Handle incoming calls and emails regarding accounts and services.
• Develop and implement strategies to reduce client cancellations and increase retention.
• Address client questions promptly and professionally and escalate when needed.
• Educate clients on benefits, risks, and outcomes of debt settlement.
• Maintain detailed notes in the CRM of interactions, qualifications, negotiations, and agreements.
• Encourage clients to continue with their programs to achieve financial stability.

Skills

Customer service

Negotiation

Problem solving

Communication

Time management

Empathy

Tools

CRM systems

Job description

Are you looking for an opportunity to work for a Company that has an unwavering commitment to excellence, transparency, and ethical business practices? Be a part of a team that focuses on providing personalized business debt relief and empowering businesses to regain financial stability. Coastal Debt Resolve is a leader in Business Debt Settlement with a dedication to delivering exceptional service and maintaining the trust and confidence of our clients. Our Company has earned a reputation for excellence and trustworthiness in the financial services industry. We are BSI ISO 9001:2015 certified and are BBB accredited, attaining an A+ rating.

About the Role

Successful Bilingual Retention Specialists will maintain positive relationships with Coastal Debt Resolve clients. By guiding clients through the debt resolution process that have been enrolled into our debt relief programs, you will ensure client satisfaction. This role requires proactive communication skills, addressing client concerns, and providing an exceptional client service experience that will retain clients and support their journey towards financial stability and debt settlement. Bilingual Retention Specialists will also continue to develop their product knowledge after the completion of our comprehensive training.

Responsibilities

• Proactively reach out to clients to check on their satisfaction and actively listen then address any concerns.
• Provide clear, concise, and accurate information and guidance to clients of their options, the debt settlement process and the programs provided by Coastal Debt Resolve.
• Handle incoming calls and emails from clients regarding their accounts and services.
• Develop and implement strategies to reduce client cancellations and increase retention rates.
• Address client concerns and questions promptly and professionally.
• Offer alternatives to clients considering cancellation.
• Educate clients on the benefits, risks, and potential outcomes of debt settlement.
• Provide resources and support to help clients stay committed to their debt settlement plans.
• Monitor and analyze client feedback to identify trends and areas of improvement.
• Communicate by phone, email, and SMS with clients professionally, empathetically and with integrity the Coastal Debt Resolve products.
• Maintain detailed notes in the CRM of client interactions, settlement qualifications, negotiations, and agreements.
• Encourage and motivate clients to continue with their programs to achieve financial freedom.
• Escalate complex issues to the Customer Support Manager or appropriate department, when necessary.

Qualifications

• Basic computer skills
• Minimum 2 years’ experience in customer service, client relations, or a related field, focusing on retention
• Proven track record of successful negotiations and settlements
• Excellent communication, negotiation, and problem-solving skills
• High level of integrity, professionalism, and attention to detail
• Ability to efficiently manage your time and manage multiple complex cases simultaneously
• Empathetic and patient approach when consulting with clients

Preferred Skills

• Proficiency in CRM systems
• Strong knowledge of debt settlement processes and industry standards
• Financial services or debt settlement industry experience

Pay range and compensation package

Benefits: Comprehensive package that includes health, dental, vision, and supplemental insurance through Aflac. Eligible for paid time off (PTO) upon the completion of the introductory period.

Job Type: Full-time

• Health insurance
• Vision insurance

Ability to Commute: Fort Lauderdale, FL 33309

Ability to Relocate: Fort Lauderdale, FL 33309: Relocate before starting work