From the listing
About the role
At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, and supportive user-centric technology, we've helped over 1 million clients.
Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance’s financial hardship programs. 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 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 program. The primary focus is on at-risk customers who are struggling with the use or value of their enrolled program.
What you'll do
- Provide comprehensive information about the Beyond Finance financial hardship debt program to clients.
- Display empathy and active listening skills to understand and deescalate upset clients.
- Effectively use the Customer Relationship Management (CRM) system to access and comprehend client information.
- Maintain accurate and detailed records of all client interactions and program progress.
- Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
- Collaborate with clients to develop customized solutions that align with their financial goals.
- Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve objectives.
- Provide a best-in-class customer service experience over the phone and through various communication tools.
What they're looking for
- 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 verbal and written communication skills along with active listening
- Ability to multi-task, set priorities and manage time effectively
- Willingness to adapt to a changing environment
Nice to have
- Associate's or Bachelor's degree
From the company page
Beyond Finance benefits
◉ Remote policy · in their words
“We offer a choice between hybrid, remote and in-office work models so you can be where you feel you’ll be the most productive and happy. We trust you to know what’s best for you.”
Pulled from their careers page · verified by Atlas
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