To support the retention of clients in financial hardship programs, the remote Bilingual Client Retention Specialist will educate clients about program benefits, empathize with their financial difficulties, and utilize a CRM system to manage client interactions while striving to meet retention goals. Key responsibilities Educate clients on the financial hardship debt program, ensuring they understand benefits and processes Empathize with and deescalate upset clients, addressing their concerns effectively Utilize the CRM system to maintain accurate records and assess clients' financial situations for tailored solutions Required qualifications Bilingual in Spanish is required Experience in retention, sales, or collections is required High school diploma or equivalent; Associate's or Bachelor's degree is a plus Proficiency with a Client Relationship Management (CRM) system Ability to handle high call volumes and remain calm under pressure