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.
Requirements
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.
Benefits
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.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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