The Retention Supervisor acts as the primary point of support for Retention Specialists and Agents, with a focus on coaching and guiding their team throughout the client retention process. This position acts as a liaison between Retention management and the team regarding client concerns, company policies, settlement issues, and findings.
• Responsible for the overall leadership and continued professional development of assigned Retention team.
• Ensure team understanding of companywide policies and procedures, providing enforcement where applicable.
• Manage team member performance, including but not limited to drafting Performance Improvement Plans for management and People Experience team review.
• Listen and monitor client calls to provide team member constructive feedback.
• Conduct and clearly document coaching and corrective action discussions as needed.
• Lead team member one-on-ones and weekly team meetings to effectively communicate Client Success policies and updates and foster a positive team environment.
• Responsible for new hire on-the-floor training support following on-boarding.
• Facilitate client concern responses via both phone and email utilizing Salesforce CRM.
• Oversee de-escalation of client calls and emails when called on for assistance.
• Review and approve advances for client SIFs.
• 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 fast-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.
• High school diploma or equivalent required, bachelor’s degree preferred.
• 5 years’ external customer service, retention, or sales support experience required, or 3 years’ internal Retention experience.
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!
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:
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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