Client Retention Specialist (Remote)
💰 $80,000 – $130,000/yrMarket estimate · not provided by the employer
Job Description
About Beyond Finance
Beyond Finance has helped over 1 million clients escape debt and step into a brighter financial future. We combine compassionate, individualized care with a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions.
About The Role
As a Client Retention Specialist, you'll serve as a primary point of contact for customers enrolled in Beyond Finance's financial hardship programs. Working with our Customer Success Team, you'll play a critical role in ensuring client loyalty and helping at-risk customers realize the value of their program through proactive outreach, education, and support.
Key Responsibilities
- Educate Clients: Provide comprehensive information about Beyond Finance's financial hardship debt program, ensuring clients understand benefits, processes, and available options.
- Empathize and Deescalate: Display empathy and active listening to understand and deescalate upset clients, addressing their concerns and alleviating stress regarding their financial situation.
- Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to access client information, financial status, and program progress. Maintain accurate and detailed records of all interactions.
- Analyze Financial Situation: Assess clients' current financial circumstances and determine the most appropriate options to help them achieve their debt-free goals.
- Retain Clients: Collaborate with clients to develop customized solutions aligned with their financial goals and encourage continued enrollment in the Beyond Finance program.
- Primary Communication: Interact with clients primarily through inbound phone calls, requiring strong communication and problem-solving skills to help clients navigate their financial hardship program.
What We're Looking For
You should be compassionate, detail-oriented, and skilled at building client relationships. Experience in customer success, client retention, financial services, or similar client-facing roles is valuable. Strong CRM proficiency, empathy, active listening, and the ability to creatively problem-solve for at-risk customers are essential.