Retention Agent

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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 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 position requires exceptional professional, adaptability, active listening skills, and experience with de‑escalating clients.

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

We are seeking individuals who are available for the following 8‑hour shift scheduling options:

• Monday through Friday with shift schedules in Eastern Time: 11 a.m. – 8 p.m., 12 p.m. – 9 p.m., 1 p.m. – 10 p.m.
• Tuesday through Saturday with shift schedules in Eastern Time: 9 a.m. – 6 p.m.
• Sunday through Thursday with shift schedules in Eastern Time: 9 a.m. – 6 p.m.

• 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 help clients stay in the program.
• Meet goals set by the company and ensure all key performance indicators are met.
• Follow guidelines for quality standards established 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 customer‑relationship‑management software.
• Meet performance criteria set forth by the management team. Performance criteria are subject to change based on company baselines.
• Adhere to National Debt Relief and Retention department policies and procedures and any applicable changes to either.

• 2 years work experience with client retention.
• High school diploma required.
• Experience in sales and account management, consistently meeting or exceeding performance expectations.
• Excellent communication skills both verbal and written.
• Outstanding verbal and interpersonal skills.
• Strong working knowledge of service processes, policies, techniques and applicable regulations preferred but not required.
• The employee is expected to be punctual and ready to report to work at the start of the shift.
• The 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 those details accurately in Salesforce.
• Use and navigate multiple computer systems with exceptional multitasking 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 multitasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full‑time position, overtime eligible if classified non‑exempt.

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