Bilingual Client Retention Specialist (Remote - US only)

Pay: $19/hr - $21/hr (hourly rate). Candidates must be able to work from within the United States. Spanish fluency is required. This is a remote customer success role at a fast-growing financial services company that supports consumers enrolled in financial hardship debt programs. The team is the main point of contact for enrolled customers, many of whom are stressed about their finances or unsure they are getting value from their program. You will work mainly on inbound phone calls, helping customers understand their options and stay on track toward their goals. Part of your pay can come from commissions tied to retention targets.

Responsibilities

• Explain the hardship debt program to customers, including its benefits, process and available options.
• Listen actively and calm upset customers, addressing their concerns about their financial situation.
• Review customer records and program progress in the CRM and keep accurate notes of every interaction.
• Assess each customer's finances and recommend suitable paths toward becoming debt-free.
• Work with customers to build practical plans that fit their goals and encourage them to stay enrolled.
• Meet or exceed retention goals while delivering strong service by phone and other channels.

Requirements

• Fluent in Spanish and English, both spoken and written (bilingual Spanish is required).
• Required experience in retention, sales, or collections.
• High school diploma or equivalent; an associate's or bachelor's degree is a plus.
• Comfortable with high call volumes and a fast-paced environment, and able to stay calm under pressure.
• Proficient with CRM software and comfortable learning new systems and financial products.
• Strong negotiation, de-escalation and problem-solving skills, with good time management.

Applicants must be based in: United States.