Bilingual Client Retention Specialist

About This Opportunity

We are representing a confidential financial services organization that helps Americans navigate debt relief programs. Our talent team is seeking a Bilingual Client Retention Specialist to join their Customer Success team in a fully remote capacity within the USA.

In this role, you'll serve as a trusted advisor to clients enrolled in financial hardship programs. Your primary focus will be retaining at-risk customers by educating them on program benefits, de-escalating concerns, and helping them understand the value of their enrollment. You'll handle primarily inbound calls, working with clients who are exploring their options to become debt-free.

Responsibilities

• Educate clients on financial hardship debt program features, benefits, and processes through primarily inbound phone communications
• De-escalate upset clients using empathy and active listening, addressing concerns about their financial situation and program participation
• Navigate CRM systems efficiently to access client financial status, program progress, and interaction history
• Analyze each client's current financial situation to recommend appropriate program options aligned with their debt-free goals
• Develop customized retention solutions that encourage clients to remain enrolled in the program
• Maintain accurate, detailed records of all client interactions and program updates in the CRM
• Meet or exceed retention targets with commission opportunities based on client success outcomes
• Provide exceptional customer service across phone and digital communication channels, anticipating client needs

What We're Looking For

• Bilingual Spanish fluency required – must be able to communicate professionally in both English and Spanish
• Proven experience in retention, sales, or collections roles
• High school diploma or equivalent (Associate's or Bachelor's degree preferred)
• Demonstrated ability to negotiate and de-escalate challenging client situations
• Tech-savvy with proficiency in CRM systems and ability to navigate multiple platforms simultaneously
• Resilience and composure when working under pressure in a fast-paced, high-call-volume environment
• Strong verbal and written communication skills with active listening abilities
• Customer-focused mindset with adaptability to different personality types
• Excellent troubleshooting, problem-solving, and multi-tasking capabilities
• Time management skills with ability to set priorities effectively
• Collaborative team player who supports inclusion and departmental goals
• Willingness to learn and adapt to evolving financial solutions and processes

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to assess your qualifications and fit for this role. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the employer directly, as all communication must be coordinated through our team to ensure a smooth process for everyone involved.

Pay

This position offers a base salary, with the final offer depending on your skills, experience, and performance. Commission opportunities are available based on retention performance. Eligible full-time employees receive comprehensive benefits including health, dental, and vision coverage with substantial employer contributions, generous PTO, paid holidays, paid parental leave, 401(k) matching, and career development opportunities.

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.