Retention Specialist

Are you looking for an opportunity to work for a Company that has an unwavering
commitment to excellence, transparency, and ethical business practices? Be a part of a
team that focuses on providing personalized business debt relief and empowering
businesses to regain financial stability.
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.

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.

Retention Specialist.Job Posting.FINAL.08262024

• 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.

Qualifications

• 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

Preferred Skills

• 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

Compensation: $25.00/hour plus commission

Requirements

LinkedIn profile needed