Client Retention Specialist (Remote)

About Beyond Finance

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to financial freedom. We're searching for new collaborators to help us reach the next level and continue our impact on people's lives.

About The Role

Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance's financial hardship programs. As a Client Retention Specialist, you'll play a critical role in ensuring the continued loyalty of our customer base by educating and assisting clients facing financial hardship while exploring options to become debt-free. You will interact with clients primarily through inbound phone calls, deescalating upset clients, demonstrating empathy with their financial difficulties, and helping them navigate the Beyond Finance program. Your primary focus will be on at-risk customers who are struggling with the use and/or value of their enrolled program, requiring creative problem-solving to help them better realize and understand the value of their decision.

Key Responsibilities

• Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program, ensuring clients have a clear understanding of benefits, processes, and available options.
• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating stress regarding their financial situations.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including current financial status and program progress. Maintain accurate and detailed records of all client interactions.
• Analyze Financial Situations: Assess clients' current financial circumstances and determine the most appropriate options to help them achieve their goal of becoming debt-free.
• Retain Clients: Collaborate with clients to develop customized solutions aligned with their financial goals and encourage them to remain committed to the Beyond Finance program.

What We're Looking For

You should possess excellent communication and active listening abilities, demonstrate strong empathy and emotional intelligence, have experience with CRM systems, and show proficiency in problem-solving and financial analysis. Customer service experience, particularly in financial services or crisis management, is highly valued. Your ability to remain calm under pressure, maintain detailed documentation, and genuinely care about helping clients achieve financial stability will set you apart.