Client Retention & Escalation Manager

Join a Culture Like No Other! Are you ready to be part of a team that values collaboration, growth, and creating exceptional experiences for clients? At Wesley Financial Group, we're more than just a workplace – we're a community that thrives on innovation, support, and making a difference.

We're looking for a Client Retention & Escalation Manager to join our dynamic team. This role is at the heart of our mission: helping clients navigate the timeshare exit process to secure successful outcomes, all while ensuring an unparalleled customer experience.

Why You'll Love Working Here:

• Comprehensive Benefits: Medical, Dental, and Vision Insurance.
• Secure Your Future: 401K with a generous company match.
• Time to Recharge: Generous PTO – start accruing from day one!
• Balanced Schedule: Enjoy great work-life harmony with a friendly Monday-Friday schedule.
• Celebrate & Connect: Participate in engaging company-wide events, team-building activities, and employee recognition programs.
• Onsite Perks: Access our fitness center, relax in team lounge areas, or enjoy food trucks and courtyard spaces.
• Growth & Coaching: Learn from industry professionals committed to your success.
• Diverse & Inclusive: We embrace what makes each team member unique!

About the Role

Are you a natural leader who thrives on turning challenges into opportunities? As our Client Retention & Escalation Manager , you'll be at the heart of what keeps our business growing — our clients. You'll lead the strategic vision and day-to-day excellence of our Client Retention department, building and empowering a team that's passionate about reducing churn and delivering an outstanding client experience.

This isn't just about putting out fires (though you'll be the go-to for the toughest escalations). It's about leading with empathy, digging into the data, optimizing processes, and creating a high-performance culture where your team — and our clients — can thrive. You'll partner closely with the Director of Client Support to ensure retention strategies are fully aligned with company goals, and you'll have the autonomy to make a real impact.

Responsibilities

• Drive data-informed strategy by analyzing department-wide Salesforce data and KPIs to uncover trends, forecast retention rates, and deliver actionable insights to leadership.
• Build the playbook — develop and continuously refine processes, de-escalation protocols, and financial negotiation guidelines that keep the team consistent and operations running smoothly.
• Tackle the tough cases by problem-solving the most complex Tier 3-level customer situations, including hardship cases, payment arrangements, and enrollment agreement disputes.
• Break down silos by collaborating with Sales, Resolution, and Client Support to share feedback and address the root causes of client dissatisfaction.
• Champion innovation by overseeing the rollout of new tools and technologies that streamline the retention process.
• Grow your team through regular performance reviews and development initiatives that fuel positive growth within the department.
• Be a client advocate — lead with empathy and serve as an additional escalation point and proactively conduct check-ins to get ahead of potential issues before they escalate.
• Maintain standards by ensuring all team members stay compliant with company and departmental policies and procedures.
• Be a proactive problem-solver — identify recurring client pain points and breakdowns by analyzing patterns and trends, and collaborate cross-functionally with the appropriate teams to communicate findings and develop solutions collectively.
• Stay ready to pitch in — take on additional responsibilities and contribute to special initiatives as they arise.

Key Skills & Proficiencies

• Strong analytical and problem-solving mindset with the ability to identify recurring client challenges, communicate findings effectively, and collaborate with cross-functional teams to develop and implement solutions.
• Excellent time management and the ability to juggle multiple priorities without missing a beat
• Exceptional strategic thinking and conflict resolution skills, especially when the pressure is on
• High emotional intelligence — you can read a room, adapt your communication style on the fly, and build trust quickly
• Comfortable working independently and collaboratively within a team
• Strong sense of accountability — both for yourself and in holding others to clear expectations
• Outstanding written and verbal communication skills
• A professional, positive attitude
• Flexibility and adaptability when plans shift
• Sharp prioritization instincts with the good judgment to delegate when appropriate
• Keen attention to detail with a results-driven mindset
• Proficiency with Excel, Google Sheets, G-Suite, and NetSuite

Education & Experience

• 6 months to 1 year of hands-on experience with Salesforce (or another CRM), with the initiative to identify and champion ways to better leverage the platform for the team
• 3-5 years of professional communications experience in an office setting, including polished written and verbal correspondence with strong grammar, spelling, and sentence construction
• 3-5 years of experience in a customer success, retention, or dispute-related role
• 1–2 years of leadership or management experience, ideally in a similar role

Ready to Make a Difference? This is more than just a job – it's your chance to be part of something meaningful, in a workplace that values your unique talents and fosters your professional growth.

Apply now and discover what makes Wesley Financial Group truly stand out. We can't wait to welcome you to the team!

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