[Hiring] Client Retention Specialist @Beyond Finance

Role Description

Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance’s financial hardship programs. Our Retention Specialists play a critical role in ensuring the continued loyalty of our Beyond 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 the Beyond Finance 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 Beyond Finance program.
• Focusing on at-risk customers who are struggling with the use and/or value of their enrolled program.
• Creative problem solving to help clients better realize and understand the value of their decision.

Qualifications

• 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 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

Requirements

• Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives
• Provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

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
• Team spirit and culture fostering community, connection, and belonging