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Retention Agent

JKB Financial Inc. -
Remote

Quick Apply

Job Details

Full-time
$25 - $30 an hour
10 days ago

Benefits

Health savings account
Health insurance
Dental insurance
401(k)
Paid time off
Work from home
Vision insurance
Employee discount
Life insurance
Referral program

Qualifications

Customer communication
Financial sales
Teamwork
Active listening
De-escalation techniques
Conflict de-escalation
Mentoring
Time-based sales targets
CRM system proficiency
Empathy

Full Job Description

Job Highlights

Pay: $26–$30/hr based on experience, plus a per-file retention bonus for every client you save
Growth: Path to Team Lead after 90 days — $33/hr base + quarterly team incentives
Schedule: Full-time, Monday–Friday, no weekends
Location: 100% remote — work from home anywhere with reliable internet
Benefits: Medical, Dental, Vision + PTO from day one
Who we want: Strong closers from collections, sales, or retention backgrounds — debt settlement experience is a huge plus and highly encouraged to apply

About Level Debt

Level Debt is a BBB A+ accredited debt settlement company headquartered in Roseville, CA, on a mission to help everyday Americans get out of debt and back on their feet. We work with clients carrying significant unsecured debt and guide them through a personalized settlement process that reduces what they owe and rebuilds their financial confidence. Our team runs on empathy, accountability, and results — and we're growing fast.

The Role

As a Lead Retention Agent, you're the last line of defense when a client calls to cancel — and one of the most important voices they'll talk to. This isn't collections. This isn't a script-reading job. This is a relationship and sales role where your job is to listen, empathize, ask the right questions, and remind clients why they started their journey to becoming debt-free in the first place.

If you know how to read a customer, slow down a heated call, overcome objections, and close a save — we want to talk to you.

This is not a collections role. This is a relationship role.

What You'll Do

Cancel-Save Performance

Handle inbound cancellation calls with a calm, consultative approach focused on de-escalation and re-enrollment
Identify the real reason behind a cancellation — hardship, frustration, confusion, or distrust — and tailor your pitch accordingly
Present program alternatives, adjusted payment plans, or hardship accommodations when appropriate
Earn a bonus for every client you successfully save and retain
Log every interaction accurately in the CRM after each call

Team Support & Peer Coaching

Share your best save strategies and objection-handling tactics with the team
Flag recurring cancellation trends to management to help improve the process
Step in as an escalation point for tough calls other agents can't close
Help onboard new retention agents as the team grows

Collaboration & Compliance

Partner with account management and client services to solve the root causes behind cancellations
Follow CFPB, TSR, and FDCPA guidelines in all client communications
Maintain strict confidentiality and professionalism on every call

What We're Looking For

Required

2+ years of experience in collections, sales, or a retention/cancel-save/client loyalty role
Strong de-escalation and active listening skills — you know how to slow a conversation down and turn it around
A track record of hitting save, close, or retention targets
Comfortable working independently in a fully remote setting with minimal supervision
Proficiency with CRM platforms and inbound/outbound dialer systems
Excellent verbal communication — confident, clear, and empathetic on every call

Highly Encouraged to Apply

Candidates with debt relief or debt settlement experience — this background is a strong plus and puts you ahead of the curve
Prior experience coaching, mentoring, or leading a small team
Familiarity with compliance frameworks relevant to debt relief (TSR, FDCPA)

No debt settlement background? No problem — if you can close a save call and handle objections under pressure, we'll teach you the rest.

Compensation & Benefits

Starting Pay: $26–$30/hr, depending on experience
Per-File Retention Bonus: Paid out for every client you save
Team Lead Pay (if achieved): $33/hr base + quarterly incentive
Health Benefits: Medical, Dental, and Vision (administered through Insperity)
Paid Time Off: PTO included
Schedule: Full-time, Monday–Friday
Location: Fully remote — reliable internet and a dedicated workspace required

Ready to Put Your Sales & Retention Skills to Work?

If you're a natural closer who thrives under pressure and wants uncapped earning potential with a real path to leadership, apply today. Candidates from collections, sales, or debt settlement backgrounds are strongly encouraged to apply.

Level Debt is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pay: $25.00 - $30.00 per hour

Benefits:

401(k)
Dental insurance
Employee discount
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance
Work from home

Work Location: Remote

Quick Apply

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