Manager, Client Solutions

Above Lending • Chicago, IL

1d • Remote

About The Position

Above Lending is building a brand-new team, and as the Manager of Client Solutions, you will play a central role in building, leading, and scaling this critical function. When a client misses a payment, our team reaches out not to demand anything, but to find out what happened and help them get back on track before a small problem becomes a large one. As Manager, you will lead a team of retention/early-out specialists to ensure these conversations are empathetic, compliant, and effective. You will establish performance standards, coach team members daily, and directly shape our outreach strategy, call scripts, timing, and retention offers based on operational insights. This is a people leadership and retention management role, not a traditional collections management position. You and your team will be measured on cure rates (clients brought current) and the kept-promise rate of the plans your team establishes.

Requirements

• 2+ years of direct people management experience leading remote or contact-center teams in retention, save desk, first-party early delinquency, or loss mitigation.
• Proven track record of managing to conversion targets and coaching team members to consistently achieve individual and team metrics. including setting targets and service levels, not only delivering against them.
• Strong leadership presence with the ability to navigate high-stakes, emotionally charged customer situations and guide specialists through difficult conversations.
• 3+ years of experience in phone-based retention, customer success, or financial solution environments requiring real-time problem-solving and closing commitments on the call.
• Deep compliance orientation: Thorough knowledge of consumer protection standards (UDAAP, TCPA) and a strong instinct for maintaining ethical, compliant customer interactions.
• Analytical Mindset: Ability to analyze operational metrics, identify trends in client delinquency, and turn data into actionable strategy adjustments.

Nice To Haves

• Management experience in consumer lending, debt settlement, or credit counseling environments.
• Familiarity with contact center and loan management systems such as Talkdesk, LoanPro, Zendesk , or similar tools.

Responsibilities

• Lead the recruitment, hiring, onboarding, and training of a high-performing team of Client Retention Specialists.
• Own the team’s performance targets and service levels, and manage staffing, scheduling, and adherence so specialists are available when clients are most reachable
• Conduct regular call monitoring, 1-on-1 coaching, and performance evaluations to help specialists meet and exceed conversion targets and commitment-kept metrics.
• Foster a collaborative, supportive, and accountable remote team culture where specialists feel valued, empowered, and engaged
• Oversee daily operations to ensure team members connect with recently delinquent clients, identify root causes of delinquency (e.g., timing issues, temporary shortfalls, life changes), and establish sustainable payment plans on the call.
• Ensure payment arrangements and autopay authorizations taken on the call are compliant and correctly set up, and that clients who need more help are routed to the right hardship options
• Utilize frontline insights and call analytics to refine call scripts, contact strategies, outreach timing, and customer resolution offers.
• Ensure the team accurately documents every contact in the loan management system, executes post-call follow-ups (email/text), and tracks all commitments through completion.
• Maintain high standards of customer interaction, ensuring team members create legitimate urgency without applying improper pressure.

Benefits

• Comprehensive Health Benefits: Significant employer contributions toward health, dental, and vision insurance.
• Time Off: Generous PTO, paid holidays, and paid parental leave.
• Retirement Planning: 401(k) program with company matching.
• Growth & Leadership: Leadership development, merit advancement opportunities, and continuous training.
• Culture: A connected, inclusive team environment centered on community and belonging.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed