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Client Solutions Specialist

Above Lending

Role overview

Qualifications

  • Two or more years on the phone in a role where you had to change someone's mind and close on the call
  • Experience in retention or save work, first-party early-out or loss mitigation
  • Genuine comfort with a difficult, emotional conversation
  • Clear written and verbal communication, and the judgment to explain financial consequences accurately

Responsibilities

  • Call clients whose accounts have recently fallen behind, and reach a real conversation
  • Find out what actually happened to drive the right solution
  • Secure a commitment for a specific amount on a specific date, and set it up on the call
  • Document every contact accurately in the loan management system

About the company

Above Lending logo

Above Lending

Consumer & Commercial Lending

Above Lending, Inc. is a next-generation financial services company. We provide simple and transparent products aimed to help our clients achieve their personal finance aspirations and take control of their debt. With competitive rates and personalized support from our loan specialists, our mission is to simplify the lending process and help borrowers attain financial well-being. We are passionate about making credit more affordable and accessible, and we're committed to helping our clients accomplish their goals.

Company details

Company typeTPE
IndustryConsumer & Commercial Lending
Company size11 - 50

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Job description

Above Lending is a next-generation financial services company helping everyday Americans break the cycle of high-cost debt and move toward a stronger financial future. Through customized lending solutions, competitive rates, and personalized support, our mission is to simplify the lending process and help our clients achieve financial well-being. We are committed to making credit more affordable and accessible; backed by a culture grounded in compliance and ethics, and technology built around the people we serve.

We are growing quickly, and we are looking for new collaborators to help us reach the next level. If you want to join a forward-thinking, rapidly growing organization where helping people is the number one goal, we want to hear from you.


When a client misses a payment, you are the person who calls. You are not calling to demand anything, but to find out what happened and to help them get back on track before a small problem becomes a large one. Your job is to make that conversation easy to have, and to leave the client with a specific plan they can actually keep.
 
This is a save/ retention role, not a traditional collections role. You will you will be measured on how many clients are brought current again, and on whether the commitments you take actually get paid.

What You'll Do
  • Call clients whose accounts have recently fallen behind, and reach a real conversation

  • Find out what actually happened to drive the right solution: a timing problem, a short month, a change in circumstances

  • Secure a commitment for a specific amount on a specific date, and set it up on the call

  • Follow the call with the email or text that closes it, and follow up on every commitment you take

  • Document every contact accurately in the loan management system

  • Work within UDAAP, TCPA, and Above's contact-frequency and disclosure requirements on every attempt

  • Bring what you learn back to the team. You'll help shape what we do next; the insights you bring back from calls directly inform our scripts, timing, and offers.

    • What We're Looking For

  • Two or more years on the phone in a role where you had to change someone's mind and close on the call, not book a follow-up

  • Experience in retention or save work, first-party early-out or loss mitigation, or another role where you asked people for a payment or a commitment

  • Genuine comfort with a difficult, emotional conversation

  • A track record against a conversation target, and comfort with being coached against one daily

  • Clear written and verbal communication, and the judgment to explain financial consequences accurately without overstating them

  • Instinct for compliance. You should already know the difference between creating urgency and applying pressure

  • Reliable and able to perform at a high level working remotely


    • Nice to Have

  • Experience with consumer lending, debt settlement, or credit counseling

  • Talkdesk, LoanPro, Zendesk, or comparable telephony and loan-servicing system

    • Join our dynamic team and contribute to Above Lending’s success as we continue to provide innovative lending solutions to our customers.
     
    Under the California Consumer Privacy Act (“CCPA”), Above Lending is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.
     
    *Above Lending is an equal opportunity Employer*
    Above Lending does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to Above Lending employees or the Above Lending Finance and HR teams.  No placement fee will be paid to any third party unless such a request has been made by the Above Lending HR team.

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    MR

    Marcus Rivera

    Chief Revenue Officer

    m.rivera@company.com
    linkedin.com/in/marcusrivera
    Unlocked after you apply
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