Client Retention Specialist; Remote

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 a brighter future. While we’re proud of what we’ve already accomplished, we’re searching for new collaborators to help us get to the next level!

If you’re looking to join a forward‑thinking, rapidly growing organization with helping people as its number‑one goal, we want to hear from you.

Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance’s financial hardship programs. In this role you will act as a Retention Specialist, educating and assisting clients who are facing financial hardship and exploring options to become debt‑free. You will primarily interact with clients via inbound phone calls, deescalating upset clients, empathizing with their financial difficulties, and helping them navigate the Beyond Finance program.

Your 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 realize and understand the value of their decision.

• Educate Clients:
  Provide comprehensive information about the Beyond Finance financial hardship debt program, ensuring clients understand the benefits, process, and available options.
• Empathize and Deescalate:
  Display empathy and active listening skills to understand and calm upset clients, addressing their concerns and alleviating their stress about 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 in the CRM.
• Analyze Financial Situation:
  Assess each client’s financial situation and determine the most appropriate options to help them achieve debt freedom.
• 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, earning commissions based on your ability to enable clients to achieve their financial objectives.
• Deliver Best‑in‑Class Service:
  Provide a best‑in‑class customer service experience over the phone and through various communication tools, responding to client requests and anticipating unstated needs.

• 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.
• Resilience and composure under pressure.
• Demonstrated ability to negotiate and deescalate client issues effectively.
• Tech savvy with proficiency in a CRM system.
• Strong customer focus and adaptability to different personality types.
• Excellent verbal and written communication skills with active listening.
• Supports team/department collaboration and 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.

Base Pay: $19—$20 USD

We’re committed to creating an uplifting, collaborative work environment that reflects your value. In addition to a meaningful impact on others, we offer:

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

Beyond Finance does not accept unsolicited resumes from individual recruiters or third‑party recruiting agencies. No fee will be paid to any third party unless such a request has been made by the Beyond HR team.