Client Retention Specialist

Wesley Group • Franklin, TN

13d • Onsite

About The Position

Join a Culture Like No Other! Are you ready to be part of a team that values collaboration, growth, and creating exceptional experiences for clients? At Wesley Financial Group, we’re more than just a workplace – we’re a community that thrives on innovation, support, and making a difference. We’re looking for a Client Retention Specialist to join our dynamic team. This role is at the heart of our mission: helping clients navigate the timeshare exit process to secure successful outcomes, all while ensuring an unparalleled customer experience.

ABOUT THE ROLE
At Wesley Financial Group, our clients trust us to have their backs — and as a Client Retention Specialist, you'll be the person who proves that trust is well-placed. In this role, you'll connect with current and past clients via phone and email to address concerns that have been escalated beyond the specialist and manager level. You'll dig into the details, research the full picture, and provide thoughtful, objective feedback on each situation. Your mission is simple but meaningful: find a fair, reasonable, and ideally amicable resolution to every client concern that reaches your desk. This takes equal parts empathy, professionalism, and problem-solving — and if that sounds like your sweet spot, we'd love to hear from you.

Requirements

• Minimum of 3 years in a similar role with proven expertise in de-escalation, conflict resolution, and negotiation — you've been in the tough conversations and know how to navigate them well.
• At least 1 year of hands-on experience with Salesforce and Google Suite.
• Excellent time management and multitasking skills — you can balance a full caseload without letting details slip.
• Outstanding written and verbal communication skills that reflect professionalism and clarity.
• A positive, professional attitude that comes through in every client interaction.
• Flexibility and adaptability when priorities shift or unexpected situations arise.
• The ability to maintain a fair and objective mindset, even when emotions run high.
• Composure and confidence when communicating with clients who are stressed, frustrated, or in an emotional state — you stay steady so they don't have to.

Responsibilities

• Own the escalation process — utilize the Escalation system in Salesforce to update, monitor, and manage all assigned escalations from start to resolution.
• Be accessible and reliable by maintaining a consistent schedule that allows clients to book appointments in advance.
• Do the homework — thoroughly research the history of each client dispute by reviewing recorded phone calls and detailed notes in Salesforce before engaging.
• Lead with empathy and professionalism — perform de-escalations with clients via phone and email, resolving issues quickly and successfully while demonstrating a compassionate and friendly demeanor at all times.
• Drive continuous improvement by providing objective feedback on process improvement opportunities that can help reduce future client complaints.
• Collaborate across departments to coordinate transfers and ensure clients who need additional assistance are connected with the right teams.
• Communicate with clarity and fairness — deliver efficient, objective feedback to employees when situations warrant it.
• Stay responsive — promptly address Slack messages, emails, and Salesforce correspondence to keep communication flowing.
• Stay flexible — take on additional tasks and responsibilities as assigned.

Benefits

• Medical, Dental, and Vision Insurance.
• 401K with a generous company match.
• Generous PTO – start accruing from day one!
• Friendly Monday-Friday schedule.
• Engaging company-wide events, team-building activities, and employee recognition programs.
• Access our fitness center, relax in team lounge areas, or enjoy food trucks and courtyard spaces.
• Learn from industry professionals committed to your success.
• We embrace what makes each team member unique!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees