Retention Agent

Retention Agent

Due to our tremendous growth, we are looking for commission-driven, seasoned Retention Agents to join our team! A typical day consists of making and answering inbound and outbound calls, maintaining account documentation, and building a positive rapport with our client base.

The position is focused on providing support for clients who are considering cancelling their service with National Debt Relief. The role requires exceptional professionalism, adaptability, active listening skills, and experience with de‑escalating clients.

Our team drives retention and service by exemplifying our core values to ensure the best possible client experience.
This position has an expected start date of 1/26/2026. The role is full-time remote (40 hrs/week) and we are hiring for positions in AZ, FL, GA, MI, NC, NV, PA, SC, TN, TX, and UT.

• Monday through Friday:
• 8 a.m. – 6 p.m. (Pacific Time)
• 9 a.m. – 6 p.m. (Pacific Time)
• 10 a.m. – 7 p.m. (Pacific Time)
• Tuesday through Saturday:
• 6 a.m. – 3 p.m. (Pacific Time)
• Sunday through Thursday:
• 6 a.m. – 3 p.m. (Pacific Time)

• Retain clients seeking to cancel from our program within the first 30 days via calls, email, and online sources.
• Build quick rapport with clients and apply persuasive rebuttal skills and problem‑solving strategies while providing solutions that will help clients stay in the program.
• Meet goals set by the company and ensure all key performance indicators are met.
• Follow quality guidelines and ensure clients are cared for with integrity.
• Show values and benefits of the program to clients.
• Document client discussions clearly and concisely using Salesforce.
• Meet performance criteria set forth by the management team; criteria are subject to change based on company baselines.
• Adhere to National Debt Relief and Retention department policies and procedures and any applicable changes.

• 2 years of work experience with client retention.
• High school diploma required.
• Experience in sales and account management, consistently meeting or exceeding performance expectations.
• Excellent verbal and written communication skills.
• Outstanding interpersonal skills.
• Strong working knowledge of service processes, policies, techniques and applicable regulations preferred but not required.
• Employee expected to be punctual and ready to report to work at the start of the shift.
• Employee will be exposed to a fast‑paced environment and is expected to be able to adjust accordingly.

• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast‑paced, high‑volume setting.
• Clearly explain details about the company's debt settlement program to current clients.
• Recall details of calls with clients and record them accurately in Salesforce.
• Use and navigate multiple computer systems with exceptional mult­tasking skills.
• De‑escalate stressful situations.
• Support and de‑escalate vulnerable and sometimes difficult clients.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected; ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast‑paced, high‑volume setting.
• Use and navigate multiple computer systems with exceptional mult­tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full‑time position; overtime eligible if classified non‑exempt.

The salary for this position is $18/hr, with eligibility for performance-based bonuses and commissions. Salaries are determined by role, level, location, and individual qualifications.

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most‑trusted and best‑rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have…