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 user-centric technology.
Our Customer Success Team serves as the primary point of contact for valued customers enrolled in financial hardship programs. Retention Specialists play a critical role in ensuring continued loyalty by educating and assisting clients who are facing financial hardship and exploring options to become debt-free.
This role primarily involves interacting with clients through inbound phone calls, deescalating upset clients, and empathizing with their financial difficulties. The focus is on at-risk customers who are struggling with the use or value of their program, requiring creative problem solving to help them reach their goals.
What you'll do
- Provide comprehensive information about financial hardship debt programs to ensure clients understand benefits and options.
- Display empathy and active listening skills to understand and deescalate upset clients.
- Effectively use the CRM system to access client information and maintain accurate records of all interactions.
- Assess the client's current financial situation to determine the most appropriate options for becoming debt-free.
- Collaborate with clients to develop customized solutions that encourage them to remain in the program.
- Meet or exceed retention targets and earn commissions based on enabling clients to achieve financial objectives.
- Provide a best-in-class customer service experience by responding to requests and anticipating unstated needs.
What they're looking for
- Bilingual Spanish required.
- 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 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.
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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