Retention Agent

National Debt Relief, LLC.

5d•$18•Remote

About The Position

Due to our tremendous growth, we are looking for commission-driven, seasoned Retention Agents to join our team! A typical day consists of making and answering inbound and outbound calls, maintaining account documentation, and a positive rapport with our client base. Every interaction is an opportunity to instill courage in our clients, empowering them to stay on track toward regaining control of their finances. The position is focused on providing support for clients who are considering cancelling their service with National Debt Relief. The position requires exceptional professional, adaptability, active listening skills, and experience with de-escalating clients. Our team serves as a source of courage for clients in their most uncertain moments. We drive retention and service by exemplifying our core values to ensure they receive the best possible client experience with National Debt Relief. This position has an expected start date of 3/23/2026. Our hours of operation are Monday through Friday from 8 a.m. - 9 p.m. Central Time and Saturday from 8 a.m. - 5 p.m. Central Time" We are currently hiring for positions in AZ, FL, GA, MI, NC, NV, PA, SC, TN, TX, and UT.

Requirements

2 years work experience with client retention
High school diploma required
Experience in sales and account management, consistently meeting or exceeding performance expectations
Excellent communication skills both verbal and written
Outstanding verbal and interpersonal skills
Strong working knowledge of service processes, policies, techniques and applicable regulations preferred but not required
The employee is expected to be punctual and ready to report to work at the start of the shift
The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly
Attain and maintain high performance expectations on a monthly basis
Work in a fast-paced, high-volume setting
Clearly explain details about the company's debt settlement program to current clients
Recall details of calls with clients and to record those details accurately in Salesforce
Use and navigate multiple computer systems with exceptional multi-tasking skills
De-escalate stressful situations
Support and de-escalate vulnerable and sometimes difficult clients
Remain calm and professional during difficult discussions
Take constructive feedback
Computer competency and ability to work with a computer
Prioritize multiple tasks and projects simultaneously
Exceptional written and verbal communication skills
Punctuality expected, ready to report to work on a consistent basis
Attain and maintain high performance expectations on a monthly basis
Work in a fast-paced, high-volume setting
Use and navigate multiple computer systems with exceptional multi-tasking skills
Remain calm and professional during difficult discussions
Take constructive feedback
Available for full-time position, overtime eligible if classified non-exempt

Nice To Haves

Strong working knowledge of service processes, policies, techniques and applicable regulations preferred but not required

Responsibilities

Retain clients seeking to cancel from our program within the first 30 days via calls, email, and online sources
Build quick rapport with clients and apply both persuasive rebuttal skills and problem-solving strategies while providing solutions that will help clients to stay in program
Meet goals set by the company and ensure all key performance indicators are met
Follow guidelines for quality standards established and ensuring clients are cared for with integrity
Show values and benefits of program to clients
Document client discussions clearly and concisely using Salesforce customer relationship management software
Meet performance criteria set forth by the management team. Performance criteria subject to change based on company baselines.
Adhere to National Debt Relief and Retention department policies and procedures and any applicable changes to either