Responsibilities

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. Their primary focus is on our at-risk customers who are struggling with the use and/or value of their enrolled program, requiring creative problem solving to help them better realize and understand the value of their decision.
Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs
What We Look For
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

Client Retention Specialist at Beyondfinance · LumiJobs

Client Retention Specialist

Responsibilities

Benefits

Company

Beyondfinance

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