Customer Relationship Process Specialist

Summary: Wesley Financial Group is a community-focused company that values collaboration and exceptional client experiences. They are seeking a Customer Relationship Process Specialist to help clients navigate the timeshare exit process while ensuring a high level of customer satisfaction. Responsibilities: - Serve as the primary point of contact for assigned clients and serve as the liaison between the client and the timeshare - Conduct scheduled client calls and routine check-ins - Manage a full client load, ensuring timely task completion and accurate documentation - Formulate communications for clients to send to the timeshare - Review client files and documentation to determine next steps - Accurately update Salesforce with all client activity and status changes - Maintain required call volume and productivity expectations - Address client concerns using approved de-escalation techniques - Follow compliance-approved scripting, protocols, and internal procedures - Collaborate with team members and participate in meetings, training, and coaching Required Qualifications: - Serve as the primary point of contact for assigned clients and serve as the liaison between the client and the timeshare - Conduct scheduled client calls and routine check-ins - Manage a full client load, ensuring timely task completion and accurate documentation - Formulate communications for clients to send to the timeshare - Review client files and documentation to determine next steps - Accurately update Salesforce with all client activity and status changes - Maintain required call volume and productivity expectations - Address client concerns using approved de-escalation techniques - Follow compliance-approved scripting, protocols, and internal procedures - Collaborate with team members and participate in meetings, training, and coaching - Thrives in a highly adaptive, results-driven environment by maintaining control of client experience and process despite shifting variables and external dependencies - Strong self-management and time management skills; able to work independently and stay motivated - Strong written and verbal communication skills - Excellent organization and time management abilities - Ability to manage multiple priorities in a fast-paced environment - Confidence handling difficult conversations and client objections - High attention to detail and documentation accuracy - Ability to work independently and as part of a team Required Skills: Salesforce, Client documentation, Compliance scripting, Self-management, Confidence in handling difficult conversations Benefits: Medical, Dental, and Vision Insurance., 401K with a generous company match., Generous PTO – start accruing from day one!, Access our fitness center, relax in team lounge areas, or enjoy food trucks and courtyard spaces.