Client Retention De Escalation Specialist

Client Retention SpecialistDepartment: Client RetentionReports to: Client Retention Team LeadLocation: Franklin, TN (On-Site)Schedule: Full-Time, Monday-Thursday 9am - 5pm Friday 9am - 3pmAbout Wesley Financial GroupAt Wesley Financial Group, we are committed to helping clients regain financial freedom by providing industry-leading timeshare exit solutions. Our team is dedicated to integrity, professionalism, and outstanding customer service.

Join us and become part of a company that values its employees as much as its clients.Job OverviewAs a Client Retention Specialist, you will play a key role in maintaining positive client relationships by handling escalated concerns with professionalism, compassion, and efficiency. You will be responsible for researching client disputes, providing fair resolutions, and collaborating with multiple departments to ensure customer satisfaction.Key Responsibilities:Utilize Salesforce to track, update, and manage escalated cases.

Maintain a consistent schedule for clients to book appointments in advance.Investigate client disputes by reviewing recorded phone calls and case notes.Communicate with clients via phone and email to de-escalate and resolve concerns.

Work closely with internal teams to provide feedback for process improvements.Respond promptly to emails, Slack messages, and Salesforce correspondence.Maintain a professional and objective approach to all client interactions.

Perform additional tasks as assigned.What We're Looking For:Minimum 3 years of experience in a similar role, specializing in conflict resolution, de-escalation, and negotiation.At least 1 year of experience with Salesforce and Google Suite.

Strong time management and multitasking abilities.Excellent verbal and written communication skills.A positive, professional attitude with the ability to remain fair and objective.

Ability to handle conversations with clients in a stressed or emotional state.Flexibility and adaptability in a fast-paced environment.Why Join Us?We believe in taking care of our employees just as much as our clients.

When you join Wesley Financial Group, you'll enjoy:Comprehensive Benefits Package (Medical, Dental, Vision)401(k) with Company MatchPaid Time Off (PTO) & -11 Paid HolidaysGrowth & Career Development OpportunitiesPositive & Collaborative Work EnvironmentEmployee Recognition ProgramsApply Today.If you're passionate about helping others and excel at problem-solving, we want to hear from you. Join a company that values integrity, teamwork, and client satisfaction.
Schedule:Full Time In Office at our Franklin, TN HeadquartersMonday - Thursday 9am - 5pm Friday 9am - 3pmCompensation details: 0 Yearly SalaryPIaa8a72fd425d-9355.