Manager, Client Solutions

Above Lending

. Lead the recruitment, hiring, onboarding, and training of a high-performing team of Client Retention Specialists .

Posted 9/23/2026full-timeRemote • Illinois • United StatesJuniorMid-Level💰 $80,000 - $95,000 per weekWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing remote teams, focusing on client retention and performance metrics while ensuring compliance with consumer protection standards. Capable of analyzing operational data to drive strategic improvements and foster a collaborative team culture.

Highest-signal resume keywords

People Management ExperienceClient Retention StrategiesPerformance CoachingConsumer Protection Standards KnowledgeOperational Metrics Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Team Performance ManagementTarget SettingCall MonitoringProblem-SolvingData Analysis

Soft Skills

Leadership PresenceEmotional IntelligenceCoaching AbilityCollaborationAccountability

Tools & Technologies

Loan Management SystemsContact Center SystemsTalkdeskLoanProZendesk

Industry Keywords

Consumer LendingDebt SettlementCredit CounselingFirst-Party Early DelinquencyUDAAPTCPA

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2+ years of direct people management experience leading remote or contact-center teams in retention, save desk, first-party early delinquency, or loss mitigation
Proven track record of managing to conversion targets and coaching team members to consistently achieve individual and team metrics
Experience setting targets and service levels
Strong leadership presence with the ability to navigate high-stakes, emotionally charged customer situations and guide specialists through difficult conversations
3+ years of experience in phone-based retention, customer success, or financial solution environments requiring real-time problem-solving and closing commitments on the call
Thorough knowledge of consumer protection standards, including UDAAP and TCPA
Ability to analyze operational metrics, identify trends in client delinquency, and turn data into actionable strategy adjustments
Management experience in consumer lending, debt settlement, or credit counseling environments preferred
Familiarity with contact center and loan management systems such as Talkdesk, LoanPro, Zendesk, or similar tools preferred

Benefits

Comp & perks

Significant employer contributions toward health, dental, and vision insurance
Generous PTO
Paid holidays
Paid parental leave
401(k) program with company matching
Leadership development
Merit advancement opportunities
Continuous training
Connected, inclusive team environment centered on community and belonging