Title: Account Manager/Client Relationship and Retention Specialist
Type: Full-Time, Hourly, Non-Exempt, In-Office, Non-Remote
Pay Range: $21.50-23.00 per hour, Bonus Opportunity Available
About Us:
Yrefy is a private student loan refinance company, specializing in assisting borrowers and co-borrowers in relieving the burden of student loans, through a refinance. If you are passionate about helping individuals and thrive in a growing environment, we invite you to consider joining our team!
Job Summary:
Our ideal candidate possess exceptional written an verbal communication skills, a dedicated team player, and a desire to help others. The primary responsibility of this role is to work hand in hand with borrowers and co-borrowers working through our refinance process. This position will analyzes borrowers' and co-borrowers’ feedback, implement retention strategies ensuring timely follow up though phone, email and other methods.
Duties/Responsibilities:
- Builds positive relationships with borrowers, co-borrowers, and business associates via phone, email, and text.
- Uses templates to prepare email and text communication to support the Client Retention Specialist in providing status updates to borrowers and co-borrowers regarding the refinance process to retain business.
- Assists in communicating to borrowers and co-borrowers regarding account status and setting expectations regarding timelines.
- Requests documents from borrowers and co-borrowers as needed.
- Prepares and sends forms needed for borrowers and co-borrowers to complete.
- Assists with NSF recoveries.
- Communicates with sales, processing, loan acquisitions team, and underwriting.
- Suggests improvements in communication processes and templates.
- Documents all information accurately in the CRM.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent written and verbal communication skills.
- Experience preparing written communication using templates.
- Excellent organizational skills and attention to detail.
- Ability to solve problems while showing empathy and patience.
- Proficient in Microsoft Office Suite.
- Knowledge of CRM software.
Education and Experience:
- High school diploma/GED
- Previous experience in account management, servicing, and light NSF collections is welcomed and translates well to this role.
- Three (3) to five (5) years of sales or marketing experience preferred.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at times.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance