Client Retention Specialist

Beyond Finance

Client Retention Specialist educating and assisting clients in financial hardship programs at Beyond Finance. Focused on retaining clients and navigating financial solutions through empathetic communication and support.

Posted 7/8/2026full-timeRemote • Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $19 - $20 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Retention ExperienceSales ExperienceCollections ExperienceFinancial AssessmentProblem SolvingMulti-taskingTime Management

Soft Skills

EmpathyActive ListeningAdaptabilityResilienceCollaboration

Certifications

High School DiplomaAssociate's DegreeBachelor's Degree