Retention Specialist

Coastaldebt•Fort Lauderdale, FL

About The Position

Coastal Debt Resolve is a leader in Business Debt Settlement with a dedication to delivering exceptional service and maintaining the trust and confidence of our clients. Our Company has earned a reputation for excellence and trustworthiness in the financial services industry. We are BSI ISO 9001:2015 certified and are BBB accredited, attaining an A+ rating. Successful Retention Specialists will maintain positive relationships with Coastal Debt Resolve clients. By guiding clients through the debt resolution process that have been enrolled into our debt relief programs, you will ensure client satisfaction. This role requires proactive communication skills, addressing client concerns, and providing an exceptional client service experience that will retain clients and support their journey towards financial stability and debt settlement. Retention Specialists will also continue to develop their product knowledge after the completion of our comprehensive training.

Requirements

Basic computer skills
Minimum 2 years’ experience in customer service, client relations, or a related field, focusing on retention
Proven track record of successful negotiations and settlements
Excellent communication, negotiation, and problem-solving skills
High level of integrity, professionalism, and attention to detail
Ability to efficiently manage your time and manage multiple complex cases simultaneously
Empathetic and patient approach when consulting with clients
LinkedIn profile needed

Nice To Haves

Proficiency in CRM systems
Strong knowledge of debt settlement processes and industry standards
Sales experience
Customer Support experience
Financial services or debt settlement industry experience
Bilingual Spanish

Responsibilities

Proactively reach out to clients to check on their satisfaction and actively listen then address any concerns.
Provide clear, concise, and accurate information and guidance to clients of their options, the debt settlement process and the programs provided by Coastal Debt Resolve.
Handle incoming calls and emails from clients regarding their accounts and services.
Develop and implement strategies to reduce client cancellations and increase retention rates.
Address client concerns and questions promptly and professionally.
Offer alternatives to clients considering cancellation.
Educate clients on the benefits, risks, and potential outcomes of debt settlement.
Provide resources and support to help clients stay committed to their debt settlement plans.
Monitor and analyze client feedback to identify trends and areas of improvement.
Communicate by phone, email, and SMS with clients professionally, empathetically and with integrity the Coastal Debt Resolve products.
Maintain detailed notes in the CRM of client interactions, settlement qualifications, negotiations, and agreements.
Encourage and motivate clients to continue with their programs to achieve financial freedom.
Escalate complex issues to the Customer Support Manager or appropriate department, when necessary.