Manager, Client Solutions
Core
Lead a team of retention specialists to help clients who miss payments get back on track by establishing sustainable payment plans and resolving delinquency issues.
Role type
Manager, Client Solutions (People Leadership & Retention Management)
Builds
A scalable client retention function for a next-generation lending platform
Domain
Financial Services / Lending / Debt Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, coaching, operational oversight, compliance adherence, data analysis, customer empathy, process improvement, recruitment, scheduling
Preferred skills
Experience in collections or retention, remote team management, call center operations
Technologies
Loan management systems, call analytics tools, CRM platforms
Responsibilities
Lead recruitment, hiring, onboarding, and training of Client Retention Specialists; Own team performance targets, service levels, staffing, and scheduling; Conduct call monitoring, 1-on-1 coaching, and performance evaluations; Oversee daily operations to identify root causes of delinquency and establish payment plans; Ensure compliance of payment arrangements and routing to hardship options; Utilize call analytics to refine scripts and strategies; Maintain high standards of customer interaction and documentation.