Manager, Client Solutions

1 hour, 19 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, and train Client Retention Specialists.
  • Set performance targets and service levels while managing staffing, scheduling, and adherence.
  • Conduct call monitoring, one-on-one coaching, and performance evaluations.
  • Foster a supportive, collaborative, and accountable remote team culture.
  • Oversee daily outreach to recently delinquent clients and help establish sustainable payment plans.
  • Ensure payment arrangements and autopay authorizations are compliant and accurately configured.
  • Route clients needing additional assistance to appropriate hardship options.
  • Use call analytics and frontline insights to improve scripts, contact strategies, outreach timing, and resolution offers.
  • Ensure accurate loan-management-system documentation, follow-ups, and commitment tracking.
  • Maintain high standards for customer interactions while creating urgency without improper pressure.

Requirements

  • Experience leading, managing, or developing customer retention, client solutions, or contact-center teams.
  • Ability to recruit, onboard, train, coach, and evaluate team members.
  • Experience managing performance targets, service levels, staffing, scheduling, and adherence.
  • Understanding of payment arrangements, autopay authorizations, hardship options, and compliant client communications.
  • Ability to analyze call data and operational insights to improve outreach strategies.
  • Strong judgment and communication skills for empathetic, effective customer conversations.
  • Ability to manage remote teams and foster accountability and engagement.
  • Experience with loan management systems, contact documentation, and follow-up processes preferred.

Benefits

  • Employer-contributed health, dental, and vision insurance.
  • Generous paid time off and paid holidays.
  • Paid parental leave.
  • 401(k) program with company matching.
  • Leadership development, merit advancement opportunities, and continuous training.
  • Inclusive team environment focused on community and belonging.

Interested in this position?

Apply directly on the company website

Apply Now

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