Manager, Client Solutions
New
A
Above Lending, Inc.Financial Services
RemoteFull-TimeManager
Salary80,000 - 95,000 USD per year
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Job Details
- Experience
- 2+ years of direct people management experience; 3+ years of experience in phone-based retention, customer success, or financial solution environments
- Required Skills
- Data AnalysisPeople ManagementZendesk
Requirements
- 2+ years of direct people management experience leading remote or contact-center teams in retention, save desk, first-party early delinquency, or loss mitigation.
- 3+ years of experience in phone-based retention, customer success, or financial solution environments requiring real-time problem-solving and closing commitments on the call.
- Proven track record of managing to conversion targets and coaching team members to consistently achieve individual and team metrics.
- Ability to set targets and service levels in addition to delivering against them.
- Strong leadership presence with the ability to navigate high-stakes, emotionally charged customer situations.
- Thorough knowledge of consumer protection standards, specifically UDAAP and TCPA.
- Strong instinct for maintaining ethical and compliant customer interactions.
- Analytical mindset with the ability to turn data into actionable strategy adjustments.
- Nice to have: Management experience in consumer lending, debt settlement, or credit counseling environments.
- Nice to have: Familiarity with contact center and loan management systems such as Talkdesk, LoanPro, or Zendesk.
Responsibilities
- Lead the recruitment, hiring, onboarding, and training of a high-performing team of Client Retention Specialists.
- Own the team’s performance targets and service levels, and manage staffing, scheduling, and adherence so specialists are available when clients are most reachable.
- Conduct regular call monitoring, 1-on-1 coaching, and performance evaluations to help specialists meet and exceed conversion targets and commitment-kept metrics.
- Foster a collaborative, supportive, and accountable remote team culture where specialists feel valued, empowered, and engaged.
- Oversee daily operations to ensure team members connect with recently delinquent clients, identify root causes of delinquency, and establish sustainable payment plans.
- Ensure payment arrangements and autopay authorizations are compliant and correctly set up, routing clients to hardship options when necessary.
- Utilize frontline insights and call analytics to refine call scripts, contact strategies, outreach timing, and customer resolution offers.
- Ensure the team accurately documents every contact in the loan management system and tracks all commitments through completion.
- Maintain high standards of customer interaction, ensuring team members create legitimate urgency without applying improper pressure.
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