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 Central Time: 8 a.m. – 5 p.m.
- Monday through Friday with shift schedules in Central Time: 10 a.m. – 7 p.m.
- Monday through Friday with shift schedules in Central Time: 11 a.m. – 8 p.m.
- Monday through Friday with shift schedules in Central Time: 12 p.m. – 9 p.m.
- Tuesday through Saturday with shift schedules in Central Time: 8 a.m. – 5 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