Above Lending

Client Partner

• Lead the recruitment, hiring, onboarding, and training of a high-performing team of Client Retention Specialists
• Own team performance targets and service levels
• Manage staffing, scheduling, and adherence so specialists are available when clients are most reachable
• Conduct call monitoring, one-on-one coaching, and performance evaluations
• Foster a collaborative, supportive, and accountable remote team culture
• Oversee daily operations connecting with recently delinquent clients
• Identify root causes of delinquency and establish sustainable payment plans during calls
• Ensure payment arrangements and autopay authorizations are compliant and correctly set up
• Route clients needing additional help to appropriate hardship options
• Use frontline insights and call analytics to refine scripts, contact strategies, outreach timing, and customer resolution offers
• Ensure accurate contact documentation in the loan management system
• Execute post-call email and text follow-ups and track commitments through completion
• Maintain high standards of customer interaction while creating legitimate urgency without improper pressure

Manager, Client Solutions