Client Success - Retention Associate - Alleviate Financial Solutions
Irvine, CA 92614
About the Job
Class Start Date: 06/03/24
Ready to be the keeper of the flame in our client success journey? We're on the hunt for Retention Associates to join our dynamic team and become the heartbeat of our client relationships.
As a Retention Associate, you'll be the secret sauce that ensures our clients stick around for the long haul. You'll be the maestro of satisfaction, orchestrating initiatives that make our clients feel valued, heard, and downright cherished.
Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 500 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth and promotions. We are currently investing heavily in marketing and technology to ensure continued growth.
Our Home: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state of the art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped work stations, and a free fitness center. We offer catered lunches, on-site food trucks, in-office games, paid parking, quarterly parties & events, volunteer events, and much more!
Our Culture: Why do our employees love working here?
Pay incentives including Commissions & Bonuses
Company-branded clothing and accessories
Consistent employee recognition and appreciation
Company-sponsored events and volunteer opportunities
Schedule: 8-hour shift, Monday to Friday, 8AM - 5PM
Location: Fully In-Office (Irvine, CA)
Starting Pay:
$21 per hour performance-based bonuses
General Summary:
This position is responsible for managing customer concerns with the objective of maintaining positive customer relationships with the organization.
Essential Duties:
Manage escalated client phone calls (inbound and outbound)
Communicate with customers via email and/or over the phone
Listen to client concerns
Resolve customer complaints by determining the cause of the problem and recommend the best solution, products and services according to each client’s needs
Expedite correction or adjustment and follow up to ensure resolution; communicate with management to find the best solution
Provide high quality, personable, friendly and professional customer service to respond to member needs and concerns
Obtain, review and update overall details of each call to ensure accuracy and completeness of the file
Adhere to company policies and procedures
Regular attendance and punctuality
Meet/follow up with scheduled client appointments and deadlines
Work with the supervising team to create better methods to address customer complaints
Job Specifications: (Knowledge, skills, abilities and experience normally required for competent performance)
Knowledge and Experience
High School Diploma or GED required
Minimum of 12 months of customer experience preferred
Customer service phone experience preferred
2 Years’ experience in Debt Settlement or related industry
Skills and Abilities:
Electronic phone & CRM experience preferred
Computer literacy
Typing 45 plus words per minute
Highly motivated
In Depth understanding of the company’s products and services
Patience, empathy and professionalism
Persuasive abilities
Strong attention to detail
Ability to work under pressure and manage high stress level situations
Ability to maintain control of escalations
Ability to adapt/respond to different types of characters
Problem Solving and decision-making capabilities
Excellent customer service skills, Strong phone etiquette with active listening skills
Clear & concise communication skills
Effective time management, prioritization and multitasking skills
Ability to work in a remote team setting
Ability to multi- task, prioritize and manage time effectively
Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This position must pass a post-offer pre-employment criminal background check.
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