Retention Agent

Retention Agent – National Debt Relief, LLC

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 focuses on providing support for clients who are considering canceling their service. It requires exceptional professional adaptability, active listening, and experience with de‑escalating clients.

Full‑time remote role (40 hrs/week).

Start date:

1/26/2026. We are hiring for positions in AZ, FL, GA, MI, NC, NV, PA, SC, TN, TX, and UT.

Shift scheduling (Mountain Time):

• Monday–Friday: 9 a.m.–6 p.m., 10 a.m.–7 p.m., 11 a.m.–8 p.m.
• Tuesday–Saturday: 7 a.m.–4 p.m.
• Sunday–Thursday: 7 a.m.–4 p.m.

• Retain clients who wish to cancel within the first 30 days via calls, email, and online sources.
• Build rapport and apply persuasive rebuttal skills and problem‑solving strategies to help clients stay in program.
• Meet company goals and key performance indicators.
• Follow quality standards and ensure client care with integrity.
• Show benefits of program to clients.
• Document client discussions clearly in Salesforce.
• Meet performance criteria set by management.
• Adhere to company policies and any applicable changes.

• 2 years of client retention experience.
• High school diploma required.
• Sales and account management experience with performance expectations.
• Excellent verbal and written communication.
• Outstanding interpersonal skills.
• Knowledge of service processes, policies, techniques and regulations (preferred).
• Punctuality and readiness to start shift.
• Ability to adjust in a fast‑paced environment.

• Maintain high performance expectations monthly.
• Work in a fast‑paced, high‑volume setting.
• Explain program details clearly to clients.
• Record accurate details in Salesforce.
• Navigate multiple computer systems.
• De‑escalate stressful situations.
• Support vulnerable clients.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.

The salary range is $18 /hr + eligible for performance‑based bonuses and commissions.

National Debt Relief was founded in 2009 to help consumers deal with overwhelming debt. We have helped over 450,000 people settle over $10 billion of debt. Rated A+ by the BBB and a certified Great Place to Work®, we strive to elevate, empower and transform lives.

• Generous medical, dental, and vision benefits.
• 401(k) with company match.
• Paid holidays, volunteer time off, sick days, and vacation.
• 12 weeks paid parental leave.
• Pre‑tax transit benefits.
• No‑cost life insurance benefits.
• Voluntary benefits options.
• ASPCA pet health insurance discount.
• Access to earned wages before payday.

National Debt Relief is an equal‑opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.