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Job Description
Beyond Finance is seeking a Client Retention Specialist to join their Customer Success Team. In this role, the individual will be the primary point of contact for customers enrolled in financial hardship programs. The Retention Specialist will educate and assist clients facing financial hardship, de-escalate upset clients, and help them navigate the Beyond Finance program. They will focus on at-risk customers, using creative problem-solving to help them realize the value of their program.
Role Involves:
- Educating clients about the Beyond Finance financial hardship debt program.
- Empathizing with and de-escalating upset clients.
- Navigating the CRM system to access client information.
- Analyzing clients' financial situations and determining appropriate options.
- Collaborating with clients to develop customized solutions.
- Meeting or exceeding retention targets.
- Providing best-in-class customer service.
Requirements:
- 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.
- Resilience and ability to remain calm under pressure.
- Demonstrated ability to negotiate and de-escalate client issues effectively.
- Tech-savviness and proficiency with a CRM system.
- Strong customer focus and adaptability.
- Strong verbal and written communication skills.
- Troubleshooting and problem-solving skills.
- Ability to multi-task and manage time effectively.
- Willingness to adapt to a changing environment.
What Beyond Finance offers:
- 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.
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