Retention Agent

Overview:

Due to our tremendous growth, we are looking for commission-driven, seasoned Retention Agents to join our team! A typical day consists of making and answering inbound and outbound calls, maintaining account documentation, and a positive rapport with our client base. 

 

The position is focused on providing support for clients who are considering cancelling their service with National Debt Relief. The position requires exceptional professional, adaptability, active listening skills, and experience with de-escalating clients. 

 

Our team drives retention and service by exemplifying our core values to ensure they receive the best possible client experience with National Debt Relief. This position has an expected start date of 01/06/2025. This is a full-time remote role (40hrs/week). We are currently hiring for positions in Arizona, Florida, Georgia, Texas, and South Carolina.

 

We are seeking individuals who are available for the following 8 hour shift scheduling options. Scheduling decisions are based on business need.

 

• Sunday through Thursday with shift schedules in Eastern Time: 9 a.m. – 6 p.m.
• Monday through Friday with shift schedules in Eastern Time: 11 a.m. – 8 p.m.
• Monday through Friday with shift schedules in Eastern Time: 12 p.m. – 9 p.m.
• Monday through Friday with shift schedules in Eastern Time: 1 p.m. – 10 p.m.
• Tuesday through Saturday with shift schedules in Eastern Time: 9 a.m. – 6 p.m.

 

Responsibilities:

• Retain clients seeking to cancel from our program within the first 30 days via calls, email, and online sources
• Build quick rapport with clients and apply both persuasive rebuttal skills and problem-solving strategies while providing solutions that will help clients to stay in program
• Meet goals set by the company and ensure all key performance indicators are met
• Follow guidelines for quality standards established and ensuring clients are cared for with integrity
• Show values and benefits of program to clients
• Document client discussions clearly and concisely using Salesforce customer relationship management software
• Meet performance criteria set forth by the management team. Performance criteria subject to change based on company baselines. 
• Adhere to National Debt Relief and Retention department policies and procedures and any applicable changes to either

Qualifications:

• 2 years work experience with client retention
• High school diploma required
• Experience in sales and account management, consistently meeting or exceeding performance expectations
• Excellent communication skills both verbal and written
• Outstanding verbal and interpersonal skills
• Strong working knowledge of service processes, policies, techniques and applicable regulations preferred but not required
• The employee is expected to be punctual and ready to report to work at the start of the shift
• The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly

Soft Skills Qualifications

 

Must have the ability to:

• Attain and maintain high performance expectations on a monthly basis
• Work in a fast-paced, high-volume setting
• Clearly explain details about the company's debt settlement program to current clients
• Recall details of calls with clients and to record those details accurately in Salesforce
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• De-escalate stressful situations
• Support and de-escalate vulnerable and sometimes difficult clients
• Remain calm and professional during difficult discussions
• Take constructive feedback

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer
• Prioritize multiple tasks and projects simultaneously
• Exceptional written and verbal communication skills
• Punctuality expected, ready to report to work on a consistent basis
• Attain and maintain high performance expectations on a monthly basis
• Work in a fast-paced, high-volume setting
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• Remain calm and professional during difficult discussions
• Take constructive feedback
• Available for full-time position, overtime eligible if classified non-exempt

About National Debt Relief:

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2024!

Fortune names National Debt Relief Among Best Workplaces in New York!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $18/hr + eligible for performance-based bonuses and commissions. Benefits:

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

 

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