Retention Team Lead - Internal

Location: Remote,None,None

Position Overview 

The Client Retention Team Lead position oversees a team of Client Retention Associates that are maintaining and strengthening customer relationships. This individual must have a proven track record of success in meeting deadlines and managing time and can lead and advise a team of Client Retention Associates, providing training, guidance, and performance management. Additionally, the candidate should have strong analytical and problem-solving skills, and be fluent in both English and Spanish.  

Essential Job Functions & Responsibilities 

• Supervise and mentor a team of Client Retention Associates by providing guidance, support, and performance management to ensure high levels of productivity and morale. 

• Oversee and support team member’s training and development 

• Review and analyze customer data and feedback. 

• Establish and track key performance indicators (KPI’s) for the retention team and report back to the team on strengths and areas of opportunity. 

• Facilitate bi-weekly team meetings and 1:1’s to review questions and any process updates 

• Ensure team members follow standard processes and are recommending solutions to client’s obstacles regarding their case with the firm 

• Support team members in learning, memorizing, and researching the case types we offer at the firm per Attorney’s guidelines 

• Monitor and review calls facilitated by Client Retention Associates and provide feedback and areas of improvement. May also be responsible for facilitating client calls, as needed 

• Oversee the potential and current client’s situation being supported by the Client Retention Associate and ensure the team members are initiating or supporting each client for a potential case type, based on the Attorney’s direction, training, FAQ documents, and other communications 

• May be accountable to approve discounts or payment plan options for clients 

• Serve as the primary point of escalation for complex requests or dissatisfied clients. Review notes and/or revised agreement(s), and ensure changes are finalized in the system and with appropriate team members/departments 

• Identify and implement opportunities to enhance and improve the client experience and provide feedback to improve processes and services 

• Coordinates and collaborates with other departments and team members to ensure appropriate and elevated support is being provided with an emphasis on retaining the client 

Essential Skills, Knowledge & Abilities 

• Must have great negotiating skills and ability to close deals with clients 

• Possesses excellent bilingual (English and Spanish) interpersonal communication skills, both written and verbal 

• Proven ability to meet deadlines and time manage themselves and others 

• Customer-focused mindset with enhanced problem-solving skills 

Minimum Qualifications 

• Bilingual (Spanish English) B2-C1 

• Proficient with Microsoft Office Suite or related software 

• High School Diploma or equivalent experience