Bilingual Client Retention Specialist

🕒 March 24

🇺🇸 United States – Remote

💵 $19 - $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

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Beyond Finance

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💸 Finance

💳 Fintech

👥 B2C

💰 $110M Debt Financing on 2021-02

Finance • Fintech • B2C

Beyond Finance is a financial services company that offers debt consolidation and management solutions to help individuals move beyond debt. They provide personalized options to reduce fees and interest, and aim to cut monthly payments for enrolled debts by 40% or more. Beyond Finance assists clients through a structured program designed to eliminate debt typically within 24 to 48 months, utilizing an easy-to-use mobile app for program management. Despite the potential impacts on credit scores, their services have positively impacted over 700,000 clients, offering consolidation loans ranging from $1,000 to $100,000. They also focus on customer satisfaction, receiving high ratings on platforms such as Trustpilot.

📋 Description

• Educate Clients: Provide comprehensive information about Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options. • Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation. • Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system. • Analyze Financial Situation: Assess the client's current financial situation 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 that align with their financial goals, and encourage them to remain in the Beyond Finance program. • Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives. • Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs.

🎯 Requirements

• Bilingual Spanish Required • Required - Experience in Retention, Sales, or Collections • 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 able to remain calm under pressure • Demonstrated ability to negotiate and deescalate client issues effectively • Tech savvy and proficiency with a Client Relationship Management system (CRM) • Strong customer focus and adaptability to different personality types • Strong verbal and written communication skills along with active listening • Supports team/department collaboration & inclusion • Troubleshooting and problem solving skills • Ability to multi-task, set priorities and manage time effectively • Willingness to adapt to a changing environment and learn about new financial solutions.

🏖️ Benefits

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