Client Retention Specialist; Remote

Join to apply for the Client Retention Specialist (Remote) role at Beyond Finance
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At Beyond Finance, we help everyday Americans break free from debt and build a brighter financial future. With compassionate, individualized care and cutting‑edge technology, we have already assisted more than 700,000 clients. We are now looking for a new collaborator to help us grow and serve more people.

Our Customer Success Team is the primary contact point for clients in Beyond Finance’s financial hardship programs. As a Retention Specialist, you will educate and assist clients facing financial hardship, deescalate upset callers, and guide them toward debt‑free solutions while maintaining high program engagement.

• Educate Clients:
  Provide comprehensive information about the financial hardship debt program, ensuring clients understand the benefits, process, and available options.
• Empathize and Deescalate:
  Use active listening and empathy to understand upset clients and alleviate their stress about their financial situation.
• Navigate CRM System:
  Quickly access and interpret client information in the Customer Relationship Management system, recording accurate and detailed notes on interactions and progress.
• Analyze Financial Situation:
  Assess each client’s current financial status and determine appropriate options to help them achieve debt‑free goals.
• Retain Clients:
  Collaborate with clients to develop customized solutions aligned with their financial goals and encourage continued participation in the Beyond Finance program.
• Achieve Retention Goals:
  Meet or exceed retention targets, earning commissions based on your success in enabling clients to reach their financial objectives.
• Deliver Best‑in‑Class Customer Service:
  Deliver outstanding service over the phone and via other communication tools, proactively responding to client requests and anticipating needs.

• Experience in Retention, Sales, or Collections (required).
• High school diploma or equivalent (associate’s or bachelor’s degree is a plus).
• Ability to work in a fast‑paced environment and handle high call volumes.
• Resilient and calm under pressure.
• Strong negotiation and deescalation skills.
• Tech‑savvy with proficiency in a CRM system.
• Strong customer focus and adaptability to different personalities.
• Excellent verbal and written communication skills with active listening.
• Team‑player attitude with a commitment to inclusion.
• Effective troubleshooting and problem‑solving skills.
• Excellent multitasking, prioritization, and time‑management abilities.
• Willingness to adapt to a changing environment and learn about new financial solutions.

Base Pay Range: $19—$20 USD

• Considerable employer contributions for health, dental, and vision programs.
• Generous paid time off, holidays, and parental leave.
• 401(k) matching program.
• Merit advancement opportunities.
• Career development & training.