Pro Retention Specialist
ServiceTitan
Client Retention Specialist
Beyond Finance
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $20 per hour
Job Level
Mid-LevelSenior
About the role
- Educate Clients: Provide comprehensive information about the 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
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
RetentionSalesCollectionsNegotiationProblem solvingMulti-taskingTime managementFinancial analysisCustomer serviceDeescalation
Soft skills
EmpathyActive listeningResilienceAdaptabilityCommunicationCollaborationCustomer focusCalm under pressurePrioritizationAnticipation of needs
Certifications
High school diplomaAssociate's degreeBachelor's degree
