Manager, Client Solutions

5 hours, 34 minutes ago
Full-time
Lead
Customer and Technical Support
Above Lending

Above Lending

Above Lending is a financial services company that offers simple and transparent products to help clients achieve financial goals and manage debt effectively.

Banks
11-50

Description

  • Recruit, hire, onboard, train, and lead a team of Client Retention Specialists.
  • Own team performance targets, service levels, staffing, scheduling, and adherence.
  • Monitor calls, conduct one-on-one coaching, and complete performance evaluations to improve conversion and commitment-kept metrics.
  • Oversee outreach to recently delinquent clients to identify payment challenges and establish sustainable payment plans.
  • Ensure payment arrangements and autopay authorizations are compliant, accurately set up, and routed to hardship options when appropriate.
  • Use call analytics and frontline feedback to improve scripts, contact strategies, outreach timing, and retention offers.
  • Ensure accurate documentation in the loan management system, post-call email and text follow-up, and tracking of commitments through completion.
  • Maintain empathetic, effective, and compliant client interactions that create appropriate urgency without improper pressure.
  • Build a collaborative, supportive, and accountable remote team culture.

Requirements

  • Experience leading a retention or early-out client solutions team.
  • Experience recruiting, hiring, onboarding, training, and coaching customer-facing specialists.
  • Ability to manage performance targets, service levels, staffing, scheduling, and agent adherence.
  • Experience monitoring calls and improving conversion and commitment-kept metrics.
  • Knowledge of compliant payment arrangements, autopay authorizations, and hardship-option routing.
  • Experience using call analytics and operational insights to refine outreach strategies and scripts.
  • Ability to lead a remote team and foster an inclusive, accountable culture.
  • Experience with loan management systems, client-contact documentation, and follow-up tracking.

Benefits

  • Employer contributions toward health, dental, and vision insurance.
  • Generous PTO, paid holidays, and paid parental leave.
  • 401(k) program with company matching.
  • Leadership development, merit advancement opportunities, and continuous training.
  • Collaborative and inclusive team environment focused on community and belonging.

Interested in this position?

Apply directly on the company website

Apply Now

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