About this role.
Beyond Finance is hiring a bilingual Spanish Client Retention Specialist to support customers enrolled in financial hardship and debt-relief programs. The role centers on inbound phone support, client education, empathetic de-escalation, financial-situation assessment, and retention-focused problem solving. The specialist must document interactions in a CRM, explain program value clearly, and help at-risk clients identify appropriate options. Success is measured through strong customer service, retention outcomes, accurate records, and effective handling of high call volumes. Candidates need prior retention, sales, or collections experience and must remain calm, adaptable, and compassionate under pressure.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Team,
I am excited to apply for the Bilingual Client Retention Specialist position at Beyond Finance. My experience supporting customers, resolving complex concerns, and using empathetic communication would allow me to help clients navigating challenging financial circumstances feel understood and informed.
I bring strong Spanish-English communication skills, CRM discipline, and a calm, solutions-focused approach to de-escalating sensitive conversations. I am motivated by the opportunity to combine customer advocacy with retention-focused problem solving while helping clients remain engaged in a path toward financial stability.
I would welcome the opportunity to contribute to Beyond Finance's client-centered mission and high standard of service.
Sample interview questions
I would first listen without interrupting, acknowledge the client's frustration, and use clarifying questions to understand the specific concern. I would then review their account and program progress in the CRM, explain relevant options in plain language, and agree on clear next steps while documenting the interaction accurately.
I view retention as the outcome of resolving a client's real concern, not simply persuading them to stay. I would focus on understanding their financial situation, presenting accurate and appropriate options, and helping them see the program's value while respecting their needs and maintaining compliance.
I would document the reason for contact, the client's stated concerns, relevant financial or program-status details, actions taken, options discussed, commitments made, follow-up requirements, and the final outcome. Clear documentation ensures continuity of service and supports compliance.
I prioritize each interaction, follow a consistent call structure, and keep concise CRM notes during or immediately after the call. I also use active listening and remain focused on the next actionable step, which helps me stay calm and provide a consistent client experience.
I would avoid jargon and break the process into simple, sequential steps. I would pause regularly to confirm understanding, invite questions, and summarize the key actions and expectations before ending the call.
At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we’ve helped over 1 million clients on their path to a brighter future.
While we’re proud of what we’ve already accomplished, we’re searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
About The Role
Our Customer Success Team serves as the primary point of contact for valued customers enrolled in Beyond Finance’s financial hardship programs. Our Retention Specialists play a critical role in ensuring the continued loyalty of our Beyond customer base. As a Retention Specialist, your primary responsibility will be to educate and assist clients who are facing financial hardship and exploring options to become debt-free. You will play a crucial role in retaining clients within our financial hardship debt program. In this position, you will interact with clients primarily through inbound phone calls and be responsible for deescalating upset clients, empathizing with their financial difficulties, and helping them navigate the program. Their primary focus is on our at-risk customers who are struggling with the use and/or value of their enrolled program, requiring creative problem solving to help them better realize and understand the value of their decision.
Key Responsibilities:
- Educate Clients: Provide comprehensive information about Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options.
- Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation.
- Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.
- Analyze Financial Situation: Assess the client’s current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free.
- Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program.
- Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives.
- Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs
What We Look For
- Bilingual Spanish Required
- Required – Experience in Retention, Sales, or Collections
- High school diploma or equivalent (Associate’s or Bachelor’s degree is a plus)
- Ability to work in a fast-paced environment and handle high call volumes
- Resilient and able to remain calm under pressure
- Demonstrated ability to negotiate and deescalate client issues effectively
- Tech saavy and proficiency with a Client Relationship Management system (CRM)
- Strong customer focus and adaptability to different personality types
- Strong verbal and written communication skills along with active listening
- Supports team/department collaboration & inclusion
- Troubleshooting and problem solving skills
- Ability to multi-task, set priorities and manage time effectively
- Willingness to adapt to a changing environment and learn about new financial solutions.
#LI-ST1
The base salary range represents the low and high end of the anticipated salary range for this position. The actual base salary offered will depend on numerous factors including the individual’s skills, experience, performance, and the location where work is performed.
Base Pay Range
$19—$21 USD
Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
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