Client Solutions Manager

Job Summary

Leading a new team of Client Retention Specialists, the full-time Manager of Client Solutions will oversee recruitment, establish performance standards, and refine outreach strategies to effectively assist clients in managing their payments while fostering a supportive remote team culture.

Key responsibilities

• Lead the recruitment, hiring, onboarding, and training of a high-performing team of Client Retention Specialists
• Manage team performance targets and service levels, ensuring specialists are available to connect with clients during optimal times
• Utilize call analytics to refine outreach strategies and ensure compliance in payment arrangements and follow-ups

Required qualifications

• 2+ years of direct people management experience leading remote or contact-center teams in retention or loss mitigation
• Proven track record of managing to conversion targets and coaching team members to achieve metrics
• 3+ years of experience in phone-based retention, customer success, or financial solution environments
• Deep compliance orientation with knowledge of consumer protection standards (UDAAP, TCPA)
• Analytical mindset to analyze operational metrics and identify trends in client delinquency