Client Retention Specialist

Job Summary

Working remotely, the full-time Client Retention Specialist will educate and assist clients facing financial hardship, focusing on deescalating concerns and retaining clients within the financial hardship debt program.

Key responsibilities

• Educate clients about the financial hardship debt program, ensuring they understand benefits and options
• Empathize with and deescalate upset clients, addressing their concerns regarding their 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; an 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 effectively deescalate client issues