What are the responsibilities and job description for the Bilingual Retention Agent position at National Debt Relief, LLC.?
Overview :
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Due to our tremendous growth, we are looking for commission-driven, seasoned Bilingual 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 03 / 10 / 2025. This is a full-time remote role (40hrs / week). We are currently hiring for positions in AZ, FL, GA, NV, OK, PA, SC, TN, TX, and UT.
We are seeking individuals who are available for the following 8 hour shift scheduling options. Scheduling decisions are based on business need and will be confirmed prior to hiring.
Monday - Friday from 8 a.m. - 5 p.m. Central Time
Monday - Friday from 10 a.m. - 7 p.m. Central Time
Monday - Friday from 12 p.m. - 9 p.m. Central Time
Sunday - Thursday from 8 a.m. - 5 p.m. Central Time
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 :
Bilingual in Spanish is required. Employees assigned to the bilingual queue are eligible for additional bonus opportunities.
2 years work experience with sales, collections or 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 Include 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
LI-REMOTE
Salary : $18
