To support a growing customer success team, the remote Client Retention Specialist will educate clients on financial hardship programs, empathize with their concerns, and utilize CRM tools to retain clients while achieving retention goals. Key responsibilities Educate clients about the financial hardship debt program, ensuring they understand benefits and processes Empathize with and deescalate upset clients, addressing their concerns regarding financial situations Navigate the CRM system to maintain accurate records of client interactions and assess financial situations to develop customized solutions Required qualifications Experience in retention, sales, or collections High school diploma or equivalent; Associate's or Bachelor's degree is a plus Ability to work in a fast-paced environment with high call volumes Demonstrated ability to negotiate and deescalate client issues effectively Proficiency with a Client Relationship Management (CRM) system