Bilingual Client Retention Specialist

At the company, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

About The Role

Our Customer Success Team serves as the primary point of contact for valued customers enrolled in the company’s financial hardship programs. Our Retention Specialists play a critical role in ensuring the continued loyalty of our the company customer base. As a Retention Specialist, your primary responsibility will be to educate and assist clients who are facing financial hardship and exploring options to become debt-free. You will play a crucial role in retaining clients within our financial hardship debt program. In this position, you will interact with clients primarily through inbound phone calls and be responsible for deescalating upset clients, empathizing with their financial difficulties, and helping them navigate the program. Their primary focus is on our at-risk customers who are struggling with the use and/or value of their enrolled program, requiring creative problem solving to help them better realize and understand the value of their decision.

Key Responsibilities

• Educate Clients: Provide comprehensive information about the company financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.

• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.

• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.

• Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.

• Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the the company program.

• Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.

• Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

What We Look For

• Bilingual Spanish Required

• Required - Experience in Retention, Sales, or Collections

• High school diploma or equivalent (Associate's or Bachelor's degree is a plus)

• Ability to work in a fast-paced environment and handle high call volumes

• Resilient and able to remain calm under pressure

• Demonstrated ability to negotiate and deescalate client issues effectively

• Tech saavy and proficiency with a Client Relationship Management system (CRM)

• Strong customer focus and adaptability to different personality types

• Strong verbal and written communication skills along with active listening

• Supports team/department collaboration & inclusion

• Troubleshooting  and problem solving skills

• Ability to multi-task, set priorities and manage time effectively

• Willingness to adapt to a changing environment and learn about new financial solutions.

#LI-ST1

The base salary range represents the low and high end of the anticipated salary range for this position .  The actual base salary offered will depend on numerous factors including the individual’s skills, experience, performance, and the location where work is performed.

Base Pay Range

$19 — $21 USD

Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs

• Generous PTO, paid holidays, and paid parental leave

• 401(k) matching program

• Merit advancement opportunities

• Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

The company does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to the company employees or the the company HR team.  No placement fee will be paid to any third party unless such a request has been made by the the company HR team.