This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Client Retention Specialist based in United States.
This is an exciting opportunity for a customer-focused professional who is passionate about helping people overcome financial challenges while delivering outstanding service. In this role, you will support clients enrolled in financial hardship programs by providing guidance, resolving concerns, and encouraging long-term engagement. Working in a fast-paced, collaborative environment, you will use empathy, problem-solving, and strong communication skills to build trust and improve client outcomes. You'll play a key role in helping customers understand their available options while contributing directly to retention goals and overall customer satisfaction. If you thrive in a people-first environment and enjoy making a meaningful impact every day, this position offers a rewarding career path.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Client Retention Specialist based in United States.
This is an exciting opportunity for a customer-focused professional who is passionate about helping people overcome financial challenges while delivering outstanding service. In this role, you will support clients enrolled in financial hardship programs by providing guidance, resolving concerns, and encouraging long-term engagement. Working in a fast-paced, collaborative environment, you will use empathy, problem-solving, and strong communication skills to build trust and improve client outcomes. You'll play a key role in helping customers understand their available options while contributing directly to retention goals and overall customer satisfaction. If you thrive in a people-first environment and enjoy making a meaningful impact every day, this position offers a rewarding career path.
Accountabilities:
- Serve as the primary point of contact for clients enrolled in financial hardship programs, delivering exceptional customer service through inbound phone interactions and other communication channels.
- Educate clients about program features, benefits, and available solutions, ensuring they fully understand their options and financial journey.
- Demonstrate empathy and professionalism while de-escalating difficult conversations and addressing concerns with effective negotiation and problem-solving techniques.
- Analyze each client's financial situation to recommend personalized solutions that support their goals and encourage continued program participation.
- Maintain accurate records of customer interactions, financial updates, and case activity within the CRM system.
- Meet or exceed client retention goals while identifying opportunities to improve the overall customer experience.
- Collaborate with team members to promote a supportive, inclusive, and customer-focused work environment.
- Fluency in both English and Spanish is required.
- Previous experience in customer retention, sales, collections, or a related customer-facing role.
- High school diploma or equivalent required; an Associate's or Bachelor's degree is a plus.
- Strong communication, active listening, negotiation, and conflict resolution skills.
- Ability to remain calm under pressure while managing high call volumes in a fast-paced environment.
- Experience using CRM systems and confidence working with multiple digital tools and applications.
- Excellent organizational, multitasking, and time management abilities.
- Strong analytical thinking, adaptability, and problem-solving skills with a customer-first mindset.
- Willingness to learn new financial solutions and adapt to evolving processes.
- Competitive hourly pay of $19.00 – $21.00, based on experience, skills, performance, and location.
- Performance-based commission opportunities tied to retention goals.
- Comprehensive medical, dental, and vision coverage with significant employer contributions.
- 401(k) retirement plan with company matching.
- Generous paid time off, paid holidays, and paid parental leave.
- Career development, ongoing training, and advancement opportunities.
- Collaborative, inclusive culture focused on employee growth, teamwork, and making a positive impact.