Bilingual Client Retention Specialist

Support Spanish- and English-speaking clients enrolled in a financial hardship program, helping them understand their options and make informed decisions. This customer-facing role focuses on inbound calls from clients who may be dissatisfied or considering leaving, combining careful listening, problem solving, and retention goals.

• Explain the program’s process, available options, and potential value in clear terms.
• Listen to clients’ concerns, acknowledge their financial stress, and work to de‑scalate difficult conversations.
• Review client circumstances and program progress to identify suitable next steps.
• Develop individualized solutions with clients and encourage continued participation when appropriate.
• Record interactions and progress accurately in a CRM system.
• Respond to client requests across phone and other communication channels while meeting retention targets.

• Bilingual Spanish and English communication skills.
• Experience in client retention, sales, or collections.
• High school diploma or equivalent; further education is a plus.
• Strong listening, negotiation, and de‑scalation skills, with the resilience to manage a high volume of calls.
• CRM proficiency, sound judgment, and the ability to troubleshoot client concerns.
• Ability to prioritize, multitask, adapt to changing processes, and collaborate with a team.

• Eligible full-time employees receive health, dental, and vision coverage with employer contributions;
• paid time off, holidays, and parental leave;
• and a 401(k) match.
• Training, career development, and advancement opportunities are also offered.
• The role includes retention targets and commission earnings.