Client Retention Specialist (Remote)

About Beyond Finance

Beyond Finance has 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 recovery.

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 will play a critical role in ensuring the continued loyalty of our customer base by educating, supporting, and retaining clients within our financial hardship debt program. 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 effectively.

Your primary focus will be on at-risk customers who are struggling with the use and/or value of their enrolled program. You will apply creative problem-solving skills to help them better realize and understand the value of their decision, ultimately retaining them within our program.

Key Responsibilities

• Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program, ensuring clients have a clear understanding of benefits, process, and available options.
• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing concerns and alleviating stress regarding their financial situations.
• Navigate CRM Systems: Effectively use our Customer Relationship Management (CRM) system to quickly access client information, including 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 that align with their financial goals and encourage continued enrollment in the Beyond Finance program.
• Problem Solving: Apply creative approaches to address client concerns and demonstrate program value to at-risk customers.

What We're Looking For

We seek a compassionate, customer-focused professional with excellent communication skills, the ability to handle difficult conversations with grace, and a genuine desire to help people achieve financial stability. Experience with CRM systems, debt management, financial services, or customer retention is valued. You should be comfortable working in a fast-paced, remote environment with the ability to build rapport quickly and navigate complex financial conversations.