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Role Description

In this role, you will be the primary point of contact for customers enrolled in financial hardship programs, ensuring they receive guidance, support, and clarity to achieve their financial goals. You will help clients navigate complex debt solutions, deescalate concerns, and provide empathetic, solution-oriented support. By fostering strong relationships, you will retain at-risk clients while contributing to measurable outcomes for both customers and the organization.

• Serve as the main point of contact for clients in financial hardship programs, educating them on available options and program benefits.
• Employ empathy and active listening to deescalate client concerns and provide guidance in stressful financial situations.
• Use the Customer Relationship Management (CRM) system to maintain accurate records, track progress, and access client information efficiently.
• Analyze clients’ financial situations and collaborate to develop customized solutions that encourage continued program participation.
• Identify and act on retention opportunities, mitigating churn risk while supporting client goals.
• Meet or exceed retention targets and contribute to overall customer success initiatives.
• Deliver a consistent, high-quality customer service experience through phone and digital communication channels.

Qualifications

• Experience in retention, sales, or collections roles.
• High school diploma or equivalent (Associate’s or Bachelor’s degree is a plus).
• Ability to thrive in a fast-paced environment and manage high call volumes.
• Strong negotiation, deescalation, and problem-solving skills.
• Tech-savvy, with proficiency using a CRM system.
• Excellent verbal and written communication skills, with active listening capabilities.
• Strong customer focus, adaptability to different personalities, and collaborative mindset.
• Ability to multitask, prioritize effectively, and manage time efficiently.
• Willingness to learn new financial solutions and adapt to changing program needs.

Requirements

• Experience in retention, sales, or collections roles.
• High school diploma or equivalent (Associate’s or Bachelor’s degree is a plus).
• Ability to thrive in a fast-paced environment and manage high call volumes.
• Strong negotiation, deescalation, and problem-solving skills.
• Tech-savvy, with proficiency using a CRM system.
• Excellent verbal and written communication skills, with active listening capabilities.
• Strong customer focus, adaptability to different personalities, and collaborative mindset.
• Ability to multitask, prioritize effectively, and manage time efficiently.
• Willingness to learn new financial solutions and adapt to changing program needs.

Benefits

• Competitive hourly pay within the $19–$20 USD range.
• Employer contributions for health, dental, and vision coverage.
• Generous PTO, paid holidays, and paid parental leave.
• 401(k) plan with company matching contributions.
• Opportunities for career development, training, and merit-based advancement.
• Supportive and collaborative work culture emphasizing connection and community.