Client Retention Specialist
4 days ago
Santa Ana
Job Description We are a consumer rights and advocacy law firm dedicated to helping individuals regain financial stability through debt resolution. The Client Retention Specialist will play a crucial role in supporting our clients during vulnerable moments. Key Components: Listening, educating, and helping the clients stay engaged with their debt resolution services while ensuring compliance with all ethical and legal standards. This role requires empathy, strong communication skills, and the ability to clearly and accurately re-explain debt settlement services, program structure, and client expectations. The Retention Specialist is an advocate who helps clients understand how the firm’s services work and what support is available to them. Key Responsibilities: • Serve as a primary point of contact for clients who are considering canceling services., • Conduct inbound and outbound retention calls with empathy, professionalism, and active listening., • Re-explain debt settlement services, program timelines, processes, and limitations in clear, plain language to ensure client understanding., • Address client confusion or misconceptions about debt settlement, creditor negotiations, fees, and expected outcomes., • Identify client concerns related to finances, creditor pressure, timelines, expectations, and provide accurate, compliant information., • Educate clients on the legal process, program benefits, and consumer protections., • De-escalate emotionally charged situations and build trust with clients under stress., • Collaborate with the Legal Department and Client Services Department to resolve issues and escalate matters when appropriate., • Document all client interactions accurately and thoroughly in the firm’s CRM case management systems i.e. Credit Soft., • Ensure strict adherence to consumer protection laws (statute of limitations), firm policies, and all guidelines while maintaining a client first mentality. Required Qualifications: • Must be bilingual (Spanish/English), • A bachelor's degree from an accredited college or university is required., • 1–3 years of managerial experience in client retention, customer advocacy, customer service, or call-center environments., • Ability to explain complex financial or legal concepts such as debt settlement in a clear, calm, and compliant manner., • Strong verbal and written communication skills, • Proven ability to handle sensitive conversations with empathy and professionalism, • Comfort working with clients experiencing financial hardship, • Detail-oriented with strong documentation and organizational skills, • Ability to follow compliance requirements while maintaining a natural, human tone, • Basic computer proficiency and experience with CRM systems Preferred Qualifications: • Experience in legal services, debt resolution, financial services, or consumer advocacy, • Familiarity with consumer protection regulations (FDCPA, CFPB guidelines, etc.), • Empathy and emotional intelligence, • Clear, compliant explanation of debt settlement services, • Conflict resolution and de-escalation, • Compliance-minded communication, • Time management and multitasking, • Team collaboration, • Client-focused problem solving What We Offer: • Competitive compensation with performance-based incentives, • Comprehensive training on debt settlement services and consumer rights, • Opportunities for growth within a mission-driven law firm, • Supportive, ethical, and client-centered work culture, • Benefits package (medical, dental, vision, PTO)Company DescriptionWe believe consumers deserve dignity, transparency, and strong legal advocacy. Every interaction with a client is an opportunity to reinforce understanding, trust, and progress toward financial stability. Thomas Kerns McKnight, LLP is a consumer rights and advocacy law firm that focuses on personal finances and the available options to help consumers navigate these difficult financial times. Headquartered in Orange County, the attorneys and legal professionals of Thomas Kerns McKnight assist clients in several states across the country. Thomas Kerns McKnight is a bankruptcy attorney and Certified Mortgage Banker (CMB) with almost 40 years of experience. Mr. McKnight is a multi-faceted expert in matters surrounding finance and debt, new venture finance, and debt forensics. He is known for his skills on contract and leasing dissolution, reversal, conversion, novation, accords, and satisfactions. He is licensed to practice in Arizona, Maryland, New York, Ohio, Virginia, and the District of Columbia. McKnight is also a member of the bars of the U.S. Bankruptcy Court for the District of Columbia, U.S. Bankruptcy Court for both the Eastern and Western Districts of Virginia, U.S. Bankruptcy Courts for both the Southern and Eastern Districts of New York, U.S. Bankruptcy Court for Maryland, the U.S. Court of Appeals for the Fourth Circuit, the U.S. Court of Appeals for the Ninth Circuit, and the United States Supreme Court. He received his Bachelor of Science in Business from Miami University (1970) and his Juris Doctor from Ohio State University (1972), where he was an Articles Editor for The Ohio State Law Journal. From 1963 to 1966, he was a U.S. Marine.We believe consumers deserve dignity, transparency, and strong legal advocacy. Every interaction with a client is an opportunity to reinforce understanding, trust, and progress toward financial stability.\r\n\r\nThomas Kerns McKnight, LLP is a consumer rights and advocacy law firm that focuses on personal finances and the available options to help consumers navigate these difficult financial times. Headquartered in Orange County, the attorneys and legal professionals of Thomas Kerns McKnight assist clients in several states across the country.\r\n\r\nThomas Kerns McKnight is a bankruptcy attorney and Certified Mortgage Banker (CMB) with almost 40 years of experience. Mr. McKnight is a multi-faceted expert in matters surrounding finance and debt, new venture finance, and debt forensics. He is known for his skills on contract and leasing dissolution, reversal, conversion, novation, accords, and satisfactions. He is licensed to practice in Arizona, Maryland, New York, Ohio, Virginia, and the District of Columbia. McKnight is also a member of the bars of the U.S. Bankruptcy Court for the District of Columbia, U.S. Bankruptcy Court for both the Eastern and Western Districts of Virginia, U.S. Bankruptcy Courts for both the Southern and Eastern Districts of New York, U.S. Bankruptcy Court for Maryland, the U.S. Court of Appeals for the Fourth Circuit, the U.S. Court of Appeals for the Ninth Circuit, and the United States Supreme Court. He received his Bachelor of Science in Business from Miami University (1970) and his Juris Doctor from Ohio State University (1972), where he was an Articles Editor for The Ohio State Law Journal. From 1963 to 1966, he was a U.S. Marine.