GRT Financial

Compensation

Full Description

100% Remote Client Service Manager/Retention Mananger Job description GRT Financial, Inc. is a licensed debt settlement company focused on providing cost-effective representation to clients seeking to negotiate the reduction of unsecured debt. GRT is built on the premise of providing the very best service to its customers. To ensure the very best service, GRT ties its own success to that of its clients. We do not get paid unless we settle your debts and take pride in being transparent with our fees and practices. The Client Services Manager is responsible for leading a team of supervisors, who oversee the client services department. The team’s day-to-day role is primarily focused on being the client liaison for our operations and service experience. Duties & Responsibilities • Lead, train, and develop Supervisors to deliver a best-in-class client experience. • Hire, coach, and mentor staff to achieve performance and service excellence. • Conduct performance reviews, recognize achievements, and create strategies for continuous improvement. • Establish, track, and adapt key performance indicators (KPIs) that align with company goals, holding staff accountable for results. • Ensure compliance with company policies, procedures, and service standards. • Identify, develop, and promote high-performing employees, fostering career growth opportunities. • Strategically plan, manage, and execute short- and long-term projects that support team, company, and product/service enhancements. • Build and lead retention-focused initiatives that improve client satisfaction and long-term loyalty, ensuring measurable success in client retention rates. • Collaborate with affiliates and leadership to strengthen relationships and ensure an excellent affiliate experience. • Partner with staff and senior management to identify process improvement opportunities that enhance efficiency and effectiveness. • Adhere to departmental goals and service initiatives, driving consistent delivery of high-quality results. • Resolve client escalations and complaints promptly and professionally. • Perform other related duties as assigned. Required Skills & Abilities • Proven ability to develop, implement, and manage customer service operations. • Demonstrated leadership skills with a track record of talent development and team success. • Extensive experience leading a retention team to long-term success in client retention. • Strong interpersonal skills with the ability to build positive relationships with team members, internal partners, and clients. • Excellent verbal and written communication skills. • Outstanding customer service skills with a commitment to client satisfaction. • Exceptional organizational skills and keen attention to detail. • Ability to work independently. Required Education & Experience: • High school diploma or GED • 5+ years in client services call center environment • 2+ years of experience managing or supervising a team in a client service environment. Preferred Education & Experience: • College degree (in a related field preferred) and/or commensurate experience in financial services. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Benefits: • $62,500/yr. paid weekly with monthly bonus • Medical, Vision and Dental insurance per the company plan (First of the month following 30 days of employment) • 4O1k/Retirement Benefit Options (See Summary Plan Description) • Paid vacation in accordance with the Company PTO Policy. • 100% company covered life Insurance • 100% company covered Short/Long-Term Disability • Flexible spending accounts • Employee Assistance Program (EAP) An Equal Opportunity Employer We do not discriminate based on race, color, religion, national origin, sexual orientation, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.