Client Retention Specialist

Job Summary

To support a growing customer success team, the remote Client Retention Specialist will educate clients on financial hardship programs, deescalate upset clients, and utilize a CRM system to maintain client records while focusing on retaining at-risk customers.

Key responsibilities

• Educate clients about the financial hardship debt program, ensuring understanding of benefits and options
• Empathize with and deescalate upset clients, addressing their concerns regarding financial situations
• Utilize the CRM system to manage client information and maintain accurate records of interactions and program progress

Required qualifications

• Experience in retention, sales, or collections
• High school diploma or equivalent; Associate's or Bachelor's degree is a plus
• Ability to handle high call volumes in a fast-paced environment
• Proficiency with a Client Relationship Management (CRM) system
• Demonstrated ability to negotiate and deescalate client issues effectively