Client Success - Retention Associate

Class Start Date: 06/03/24
Ready to be the keeper of the flame in our client success journey? We're on the hunt for Retention Associates to join our dynamic team and become the heartbeat of our client relationships.

As a Retention Associate, you'll be the secret sauce that ensures our clients stick around for the long haul. You'll be the maestro of satisfaction, orchestrating initiatives that make our clients feel valued, heard, and downright cherished.

Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 500 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth and promotions. We are currently investing heavily in marketing and technology to ensure continued growth.

Our Home: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state of the art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped work stations, and a free fitness center. We offer catered lunches, on-site food trucks, in-office games, paid parking, quarterly parties & events, volunteer events, and much more! 

Our Culture: Why do our employees love working here? 

• Pay incentives including Commissions & Bonuses 

• Company-branded clothing and accessories 

• Consistent employee recognition and appreciation

• Company-sponsored events and volunteer opportunities 

Schedule: 8-hour shift, Monday to Friday, 8AM - 5PM
Location: Fully In-Office (Irvine, CA)
Starting Pay:  

• $21 per hour + performance-based bonuses

General Summary: 

This position is responsible for managing customer concerns with the objective of maintaining positive customer relationships with the organization. 

Essential Duties:

• Manage escalated client phone calls (inbound and outbound) 

• Communicate with customers via email and/or over the phone 

• Listen to client concerns 

• Resolve customer complaints by determining the cause of the problem and recommend the best solution, products and services according to each client’s needs 

• Expedite correction or adjustment and follow up to ensure resolution; communicate with management to find the best solution 

• Provide high quality, personable, friendly and professional customer service to respond to member needs and concerns 

• Obtain, review and update overall details of each call to ensure accuracy and completeness of the file 

• Adhere to company policies and procedures 

• Regular attendance and punctuality 

• Meet/follow up with scheduled client appointments and deadlines 

• Work with the supervising team to create better methods to address customer complaints 

Job Specifications: (Knowledge, skills, abilities and experience normally required for competent performance) 

Knowledge and Experience 

• High School Diploma or GED required

• Minimum of 12 months of customer experience preferred 

• Customer service phone experience preferred

• 2+ Years’ experience in Debt Settlement or related industry

Skills and Abilities:

• Electronic phone & CRM experience preferred 

• Computer literacy 

• Typing 45 plus words per minute 

• Highly motivated

• In Depth understanding of the company’s products and services 

• Patience, empathy and professionalism 

• Persuasive abilities 

• Strong attention to detail 

• Ability to work under pressure and manage high stress level situations 

• Ability to maintain control of escalations 

• Ability to adapt/respond to different types of characters 

• Problem Solving and decision-making capabilities 

• Excellent customer service skills, Strong phone etiquette with active listening skills 

• Clear & concise communication skills 

• Effective time management, prioritization and multitasking skills 

• Ability to work in a remote team setting 

• Ability to multi- task, prioritize and manage time effectively 

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This position must pass a post-offer pre-employment criminal background check.