Bilingual Client Retention Specialist

About Beyond Finance

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 financial freedom. We're searching for new collaborators to help us reach the next level while keeping helping people as our number one goal.

About The Role

Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance's financial hardship programs. As a Bilingual Client Retention Specialist, you'll play a critical role in ensuring continued loyalty of our client base. Your primary responsibility will be to educate and assist clients facing financial hardship and exploring options to become debt-free. You will interact with clients primarily through inbound phone calls, deescalating upset clients, empathizing with their financial difficulties, and helping them navigate our programs. Your focus will be on at-risk customers struggling with program use or value, requiring creative problem-solving to help them realize and understand their decision's value.

Key Responsibilities

• Educate Clients: Provide comprehensive information about Beyond Finance financial hardship debt programs, ensuring clear understanding of benefits, processes, and available options
• Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing concerns and alleviating stress regarding financial situations
• Navigate CRM Systems: Effectively use our Customer Relationship Management (CRM) system to quickly access client information, including current financial status and program progress. Maintain accurate and detailed records of all client interactions
• Analyze Financial Situations: Assess clients' current financial circumstances and determine the most appropriate options to help them achieve debt-freedom goals
• Retain Clients: Collaborate with clients to develop customized solutions aligned with their financial goals, encouraging continued participation in Beyond Finance programs
• Bilingual Support: Leverage fluency in Spanish and English to serve our diverse client base and expand program accessibility
• Performance Metrics: Meet or exceed retention targets and key performance indicators while maintaining high customer satisfaction scores

Why Join Us?

If you're looking to join a forward-thinking, rapidly growing organization dedicated to helping people achieve financial stability, we want to hear from you. This remote position offers the opportunity to make a meaningful impact on clients' lives while developing your skills in customer success and financial services.