What are the responsibilities and job description for the CLIENT RETENTION De ESCALATION SPECIALIST position at Wesley Group?
Job Description
Job Description
Client Retention Specialist
Department : Client Retention
Reports to : Client Retention Team Lead
Location : Franklin, TN (On-Site)
Schedule : Full-Time, Monday–Thursday 9am - 5pm Friday 9am - 3pm
About Wesley Financial Group
At Wesley Financial Group, we are committed to helping clients regain financial freedom by providing industry-leading timeshare exit solutions. Our team is dedicated to integrity, professionalism, and outstanding customer service. Join us and become part of a company that values its employees as much as its clients!
Job Overview
As a Client Retention Specialist , you will play a key role in maintaining positive client relationships by handling escalated concerns with professionalism, compassion, and efficiency. You will be responsible for researching client disputes, providing fair resolutions, and collaborating with multiple departments to ensure customer satisfaction.
Key Responsibilities :
- Utilize Salesforce to track, update, and manage escalated cases.
- Maintain a consistent schedule for clients to book appointments in advance.
- Investigate client disputes by reviewing recorded phone calls and case notes.
- Communicate with clients via phone and email to de-escalate and resolve concerns.
- Work closely with internal teams to provide feedback for process improvements.
- Respond promptly to emails, Slack messages, and Salesforce correspondence.
- Maintain a professional and objective approach to all client interactions.
- Perform additional tasks as assigned.
What We’re Looking For :
Why Join Us?
We believe in taking care of our employees just as much as our clients. When you join Wesley Financial Group, you’ll enjoy :
Comprehensive Benefits Package (Medical, Dental, Vision)
401(k) with Company Match
Paid Time Off (PTO) & 11 Paid Holidays
Growth & Career Development Opportunities
Positive & Collaborative Work Environment
Employee Recognition Programs
Apply Today!
If you're passionate about helping others and excel at problem-solving, we want to hear from you! Join a company that values integrity, teamwork, and client satisfaction.
Schedule :
Full Time In Office at our Franklin, TN Headquarters
Monday - Thursday 9am - 5pm Friday 9am - 3pm
