Bilingual Client Retention Specialist

The role

Retention Specialists educate and assist clients facing financial hardship to help them become debt-free. You will interact with at-risk customers primarily through inbound phone calls to deescalate issues and retain them in the program.

What you will do

• Provide information about the financial hardship debt program to clients.
• Empathize with and deescalate upset clients.
• Use the CRM system to access client information and maintain accurate records.
• Assess client financial situations to determine appropriate options.
• Develop customized solutions to encourage clients to remain in the program.
• Meet or exceed retention targets.
• Provide customer service over the phone and through various communication tools.

Required qualifications

• Bilingual Spanish Required
• 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 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

Nice to have

• Associate's or Bachelor's degree

Benefits

• Employer contributions for health, dental, and vision programs
• Generous PTO
• Paid holidays
• Paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training

About the company

Beyond Finance helps Americans escape debt through individualized care, compliance, and customized financial solutions. They have helped over 1 million clients on their path to a brighter future.