Client Retention Specialist

- What is “debt settlement”?
- Debt settlement is the process of negotiating with creditors to reduce the total amount owed. It’s typically used by consumers who are experiencing financial hardship and can’t keep up with minimum payments. Rather than paying the full balance, the goal is to reach an agreement to pay a reduced lump sum or structured payments.
- Job Overview
- We are seeking a Client Retention Specialist who will focus on retaining clients who are considering canceling their debt settlement services with us. This role is critical to maintaining a positive relationship with our clients and ensuring they receive the best possible outcomes in their debt settlement journey.
- Job Responsibilities
- Engage with clients who have expressed a desire to cancel, actively listening to their concerns and addressing any issues.
- Provide personalized solutions to help clients feel confident in continuing their debt settlement plan.
- Utilize your expertise in negotiations and debt settlement strategies to offer alternative options tailored to the client’s needs.
- Maintain detailed records of client interactions, feedback, and resolutions provided.
- Collaborate with the client services team to identify common reasons for cancellation and suggest improvements to enhance overall client satisfaction.
- Handle and negotiate with high-difficulty customer accounts classified as critical cases. Support customer retention efforts, particularly for complaint cases and urgent escalations requiring management intervention.
- Persuade and closely follow up with customers in alignment with the bank’s strategic plans to ensure they receive the most suitable incentives and benefits.
- Perform other negotiation-related tasks as assigned by management.
- Job Details
- Employment type: Full-time (Night shift at the company, remote/hybrid working are not accepted).
- Working hours: 21:00 - 06:00, 5 days/week (working by US business hours).
- Interview process:
- Round 1: Screen CV & Phone Interview
- Round 2: Cultural Interview & Test English
- Round 3: Professional Interview with Team Leader/Manager
- Round 4: Offer letter
Yêu cầu công việc
- Excellent English proficiency (work with customers/partners and banks in the US, work with English 100%, IELTS 7.5 or above/equivalent).
- Proven experience in customer retention, client negotiations, or a related field, preferably in the debt settlement industry.
- A background or understanding of the financial sector (debt, banking, customer service, collections, etc.) is a plus.
- Good health and willing to work night shift.
- Pronounce clearly, confidently and attractively.
- Strong knowledge of debt settlement processes, negotiation techniques, and financial hardship solutions.
- Excellent communication and interpersonal skills, with the ability to empathize with clients while confidently guiding them through alternative solutions.
- Strong problem-solving abilities, attention to detail, and a customer-centric mindset.
- Ability to thrive in a high-pressure environment and work effectively both independently and in a team.
- Ability to work independently and demonstrate sound judgment under high stress and time critical deadlines.
Quyền lợi được hưởng
- High salaries for high performance, Official Salary: 26.000.000 VND + Bonus.
- Work in a foreign-friendly and professional environment.
- Full participation in social insurance according to government regulations.
- Annual regular health check-ups.
- Team building activities and a 13th-month salary based on the company's business performance.
- Receive comprehensive training on company processes before starting work - continuous supervision and guidance from management until proficiency is achieved.
- The company provides all the necessary work equipment.
- Training on software usage such as CRM, ZOOM as required by the company.
- Access to a pantry with free tea, snacks, coffee, noodles, etc., daily. Microwave, refrigerator, hot and cold water dispenser with a view of the city.
- Separate resting area during lunch break.
- Working environment: young, dynamic, productive & speed-focused with various departments and over 80 employees.
- Competitive salary commensurate with capabilities. Fair evaluation and opportunities for career advancement.