About the job
At Beyond Finance, our mission is to empower individuals to break free from the burdens of overwhelming debt and transition into a more secure financial future. With a commitment to compassionate, personalized service, a culture grounded in compliance and ethics, and innovative, user-centric technology, we have successfully guided over 1 million clients toward financial stability.
We are on the lookout for enthusiastic new team members to elevate our efforts! If you are eager to join a dynamic, rapidly expanding organization that prioritizes helping people, we invite you to reach out to us.
About The Role
As a pivotal member of our Customer Success Team, the Bilingual Client Retention Specialist acts as the first point of contact for valued clients enrolled in our financial hardship programs. This role is essential in nurturing the loyalty of our customers. Your main task will be to educate and assist clients experiencing financial challenges, guiding them on their journey to become debt-free. You will engage primarily through incoming phone calls, where you will need to deescalate tense situations, show empathy towards their financial struggles, and help them navigate our program. Your focus will be on at-risk clients who may be struggling with understanding the value of their enrollment, requiring innovative problem-solving to enhance their experience and comprehension of our services.
Key Responsibilities:
- Client Education: Deliver clear and thorough information about Beyond Finance’s financial hardship debt program, ensuring clients understand the benefits, processes, and options available.
- Empathy and De-escalation: Utilize active listening and empathy to soothe distressed clients, address their concerns, and alleviate their financial stress.
- CRM Navigation: Proficiently utilize our Customer Relationship Management (CRM) system to access and understand client information, including financial status and program progress, while maintaining detailed records of all interactions.