Client Retention Specialist

Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance's financial hardship programs. Retention Specialists play a critical role in ensuring the continued loyalty of the Beyond customer base. The role focuses on 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. Interactions are primarily through inbound phone calls.

Responsibilities

Educate clients about the Beyond Finance financial hardship debt program, including its benefits, process, and available options; Display empathy and active listening to understand and deescalate upset clients; Use the CRM system to access and comprehend client information and maintain accurate records of client interactions and program progress; Assess clients' financial situations and determine the most appropriate options to help them become debt-free; Collaborate with clients to develop customized solutions and encourage them to remain in the program; Meet or exceed retention targets; Provide best-in-class customer service over the phone and through other communication tools

Requirements

Experience in Retention, Sales, or Collections; High school diploma or equivalent; 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 savvy 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

Nice to have

High school diploma or equivalent is required, while an Associate's or Bachelor's degree is a plus

Benefits

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; Uplifting, collaborative work environment; Commissions based on retention results