National Debt Relief is looking for an experienced Client Retention Manager to help coach, grow and support a team of 50 plus team members.  We’re looking for a highly motivated leader with a proven track record of building and developing high performing teams! This individual will work with the team leaders to plan and implement data-led strategies to reduce customer churn. This involves overseeing the execution of agreed-upon tactics, engaging with customers before, during, and after the process is complete for that customer.

 

• Plan data-led churn reduction tactics and overseeing implementation in a customer-first manner.
• Monitor relevant metrics for customer goals and keeping account overviews.
• Manage day-to-day business operations including client queues and other issues related to both client contact and helping clients to succeed within our program.
• Analyze accounts, research customer behavior, and create strategies for how to lower customer churn.
• People management responsibilities including:
  • Oversee 3 to 6 direct reports with a team of 50+ Retention team members.
  • Understand and enforce company and departmental compliance, guidelines, policies, and procedures.
  • Coach and develop managers and their teams to consistently exceed performance expectations to find solutions to reasons the client wants to cancel.
• Oversee the client experience to ensure highest standards and deliver best-in-class client service by team members.
• Track and audit team performance with KPI data, analytic comparisons, and SLAs.
• Provide monthly and quarterly strategy presentations with data to support observations on team performance, trends, and objectives.
• Partner with L&D to implement learning solutions.
• Model professionalism, a positive culture, and best practices in all areas of leadership.
• Build and maintain effective working relationships with stakeholders at all levels of the organization.
• Partner with People Experience to resolve team member concerns and performance as required.

• Bachelor’s degree preferred.
• 6 years’ overall experience required, with 3 years’ experience managing or leading customer service teams.
• Financial services experience is a plus.
• Computer competency, including the use of a keyboard and ability to look at a computer screen for extended periods of time.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.Work in a face-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full-time position, overtime eligible if classified non-exempt.

   

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2023!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $84,000 - $103,000.

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

 

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