Client Solutions Specialist
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Job Description
Client Solutions Specialist helping Americans recover missed payments for Above Lending, a consumer lending company. Conducting retention calls, securing payment commitments, and guiding clients toward financial stability.
Responsibilities:
- Call clients whose accounts have recently fallen behind and reach a real conversation
- Find out what happened to drive the right solution, such as a timing problem, short month, or change in circumstances
- Secure a commitment for a specific amount on a specific date and set it up on the call
- Follow calls with the email or text that closes them and follow up on every commitment
- Document every contact accurately in the loan management system
- Work within UDAAP, TCPA, and Above Lending's contact-frequency and disclosure requirements
- Bring insights from calls back to the team to inform scripts, timing, and offers
- Help clients get back on track through specific, sustainable payment plans
- Support client retention and bring delinquent clients current again
Requirements:
- Two or more years on the phone in a role where you had to change someone's mind and close on the call, not book a follow-up
- Experience in retention or save work, first-party early-out or loss mitigation, or another role where you asked people for a payment or a commitment
- Genuine comfort with a difficult, emotional conversation
- A track record against a conversation target, and comfort with being coached against one daily
- Clear written and verbal communication, and the judgment to explain financial consequences accurately without overstating them
- Instinct for compliance; already know the difference between creating urgency and applying pressure
- Reliable and able to perform at a high level working remotely
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