Customer Account Negotiation Specialist

Title: Customer Account Negotiation Specialist

Department: Relationship Management Team

Location: Franklin, TN (In-Office)

Schedule: Monday - Thursday 9:00 AM – 5:00 PM, Friday 9:00 AM – 3:00 PM

Join a Culture Like No Other! Are you ready to be part of a team that values collaboration, growth, and creating exceptional experiences for clients? At Wesley Financial Group, we’re more than just a workplace – we’re a community that thrives on innovation, support, and making a difference.

We’re looking for a Customer Account Negotiation Specialist to join our dynamic team. This role is at the heart of our mission: helping clients navigate the timeshare exit process to secure successful outcomes, all while ensuring an unparalleled customer experience.

• Comprehensive Benefits: Medical, Dental, and Vision Insurance.
• Secure Your Future: 401K with a generous company match.
• Time to Recharge: Generous PTO – start accruing from day one!
• Balanced
  
  Schedule:
  
  Enjoy great work-life harmony with a friendly Monday-Friday schedule.
• Celebrate & Connect: Participate in engaging company-wide events, team-building activities, and employee recognition programs.
• Onsite Perks: Access our fitness center, relax in team lounge areas, or enjoy food trucks and courtyard spaces.
• Growth &
  
  Coaching:
  
  Learn from industry professionals committed to your success.
• Diverse & Inclusive: We embrace what makes each team member unique!

You're the person clients count on. In this role, you'll serve as the primary point of contact for Wesley Financial Group clients — owning the relationship from start to finish. Whether you're navigating a tough conversation, pushing documentation across the finish line, or making sure no email sits unanswered, you bring a level of care and precision that clients can feel.

• Be the client's go-to — Serve as the main point of contact, setting clear expectations and keeping communication flowing at every stage.
• Negotiate with purpose — Work with clients and external contacts to drive conversations toward the best possible outcomes.
• De-escalate with confidence — Handle difficult or emotional client situations with patience, empathy, and professionalism.
• Keep documentation airtight — Ensure all client submissions for release are timely, complete, and accurate.
• Deliver exit packages on time — Prepare and send exit packages with speed and meticulous attention to detail.
• Own the call queue and inbox — Manage live calls and the team email inbox with responsiveness and a steady hand.
• Maintain spotless records in Salesforce — Log every interaction and update client files with thoroughness and accuracy.
• Collaborate on client files — Work closely with your team to manage both new and existing client accounts.
• Respond within 24 hours — Keep turnaround tight on all emails, calls, and client feedback — no one gets left waiting.
• Communicate consistently across every channel — Uphold a professional, polished tone whether you're on the phone, writing an email, or sending mail.

• Negotiation and conflict resolution chops — You know how to find common ground and guide tough conversations to a productive place.
• Sharp de-escalation and problem-solving instincts — Pressure doesn't rattle you; it focuses you.
• A results-driven mindset — You measure your success by outcomes, not just activity.
• Excellent communication skills — Clear, professional, and confident in both writing and conversation.
• Strong interpersonal skills — You build trust quickly and treat every interaction as an opportunity to strengthen the relationship.
• Independence and teamwork in equal measure — You're self-directed but always ready to collaborate.
• Time management that keeps you ahead — You juggle competing priorities without dropping the ball.
• Flexibility for a fast-paced environment — You adapt easily when plans shift and new challenges pop up.
• A detail-oriented approach — Accuracy isn't an afterthought for you; it's the standard.
• Smart prioritization skills — You know what needs your attention now and what can be delegated.
• Proficiency with Salesforce, Excel, Google Sheets, and Google Workspace
• A minimum of 2 years of customer service experience — this is required.

This is more than just a job – it’s your chance to be part of something meaningful, in a workplace that values your unique talents and fosters your professional growth.