Retention Specialist Bilingual (Spanish/English)

Retention Specialist, Bilingual (Spanish/English)

CreditAssociates, an industry leading financial services company, is recruiting self-driven and career-minded individuals to make $65,000 - $80,000 in their first year as a Retention Specialist, Bilingual (Spanish/English). We also offer a language differential for our Bilingual Debt Resolution Advisors. In this role you are critical to our client's success and the company's ability to achieve our ambitious growth goals. With rising inflation, interest rates and a looming recession, more people than ever need our help resolving their debt and achieving a debt-free life. This is what we live for, this is our purpose.

At CreditAssociates, our Client Success Retention Specialists are called Senior Debt Resolution Advisors because they not only ensure client satisfaction but also provide a world-class customer experience. They motivate and retain clients to graduate from our program to achieve their goal of becoming debt free.

You will be responsible for handling calls from clients who are reconsidering the program and requesting to cancel. Often times these clients are falling on temporary hard times and need your help to refocus on the big picture and reason they enrolled in the first place, enabling them to achieve their life goals (retirement, new house, new car, traveling, etc.) which is possible by paying off their debt instead of making minimum payments for decades and paying 3x-4x the principle in interest.

What to Expect from Credit Associates:

• A mission, purpose and culture driven company. We believe life is lived better debt-free.
• A company committed to developing and promoting our people from within
• Fast track growth opportunities based on your learning curve and performance, not tenure
• Exceptional starting compensation of $65K to $80K in your first year
• $47,000 to $52,000 base plus monthly bonuses totaling up to $28,800 annually
• Additional compensation offered for bi-lingual candidates (English/Spanish)
• Companywide functions include weekly lunches, recognition programs and lifestyle events.
• Excellent benefits, including Medical, Dental, Vision and company paid Life Insurance.
• Generous 401k plan with aggressive company match.
• Flexible schedule that meets a positive work/life balance.
• Convenient and updated office location in Plano, TX

What we expect for the right candidate:

• You want your work to speak for itself and desire to grow quickly
• You take initiative, set personal goals working independently, and are excited by the idea to work for a company who promotes based on performance, not tenure
• You are an excellent communicator and good listener who can multitask
• You must display the ability and skills to problem solve complex scenarios and comfortable handling highly emotional clients
• You are patient and skilled at asking open ended questions to uncover customers' needs, and offer specific solutions tailored for each situation
• You are innately empathetic, able to express empathy for our clients' situations and concerns and leave a positive impression on every customer interaction.
• You are dependable and follow-through with your commitments
• You want a career with growth opportunities, not a job

Responsibilities:

• Ensure high level client satisfaction while providing a world-class client experience.
• Motivate and retain clients to graduate from our program to achieve their goal of becoming debt free.
• Resolve client concerns by asking probing questions to understand their concerns, reselling the benefits of the program in a way that is tailored to their concerns, and revisiting their goals and reasons they desire to be debt free (the big picture)
• Communicate clearly and confidently with clients regarding financial, debt and credit-related questions.
• Cultivate and maintain client relationships to deescalate tension and emotion.
• Provide information, support, and counseling to clients in an upbeat professional manner.
• Meet call flow requirements, productivity metrics, KPI goals and schedule adherence.
• Maintain client information utilizing business software systems, training, and tools.
• Support and communicate with team members professionally and respectfully.
• Contribute to building a positive team culture

Qualifications:

• Bilingual (English/Spanish) and receives additional compensation
• Must be comfortable and very skilled with overcoming objections, selling program benefits, problem solving and emotional resolution.
• If you are not, please do not apply.
• 1+ year of account management, retention or sales required.
• Experience in fast paced call center environment preferred
• Financial services related experience a plus, not required.
• Bilingual (English/Spanish) a plus and receives additional compensation
• Proficiency with Microsoft Office Suite and basic computer operations skills required, Experience using Salesforce and Vonage preferred.
• High school diploma or equivalent education required, Bachelor's degree a plus.

Come Join Us! We are a premier debt resolution company which provides a fresh financial start for individuals with overwhelming debt problems. We live our credo, Carpe Diem ("Seize the Day") and we do this each and every day. Our company growth is a direct reflection of the passion and dedication of our various teams. If you are looking for a unique career opportunity in a dynamic, growing and positively charged, high performance culture -- we urge you to consider joining our family. We reward success and hard work!

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.