Client Retention Specialist

Job Summary

To support a growing financial services team, the remote Client Retention Specialist will educate clients on financial hardship programs, deescalate concerns, and utilize a CRM system to retain at-risk customers while meeting retention goals.

Key responsibilities

• Provide comprehensive information about the financial hardship debt program to clients
• Display empathy and active listening to deescalate upset clients and address their concerns
• Effectively navigate the CRM system to maintain accurate records of client 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
• Demonstrated ability to negotiate and deescalate client issues effectively
• Proficiency with a Client Relationship Management (CRM) system