Client Solutions Specialist

Job Summary

Focused on client retention, the full-time Client Solutions Specialist will engage with clients who have missed payments to understand their situations, secure commitments for repayment, and document interactions, all while working remotely.

Key responsibilities

• Initiate conversations with clients whose accounts are behind to identify issues and propose solutions
• Secure commitments from clients for specific payment amounts and dates during calls
• Document all client interactions accurately in the loan management system and provide insights to improve processes

Required qualifications

• Two or more years of experience in a phone-based role requiring persuasion and closing on the initial call
• Experience in retention, loss mitigation, or similar roles involving payment commitments
• Ability to handle difficult conversations with empathy and professionalism
• Proven track record of meeting conversation targets and openness to coaching
• Understanding of compliance requirements related to urgency and pressure in client interactions