Customer/Client Advocacy Specialist

Title: Customer/Client Advocacy SpecialistDepartment: Relationship Management TeamEnsure all your application information is up to date and in order before applying for this opportunity.Location: Franklin, TN (In-Office)Schedule: Monday - Thursday 9:00 AM - 5:00 PM, Friday 9:00 AM - 3:00 PMJoin 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 Customer/Client Advocacy Specialist 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 RoleYou're the person clients count on. In this role, you'll serve as the primary point of contact for Wesley Financial Group clients "” owning the relationship from start to finish. Whether you're navigating a tough conversation, pushing documentation across the finish line, or making sure no email sits unanswered, you bring a level of care and precision that clients can feel. If you're someone who thrives on solving problems, communicates with confidence, and takes pride in getting things right, this is where you'll do your best work.Your ResponsibilitiesBe the client's go-to "” Serve as the main point of contact, setting clear expectations and keeping communication flowing at every stageNegotiate with purpose "” Work with clients and external contacts to drive conversations toward the best possible outcomesDe-escalate with confidence "” Handle difficult or emotional client situations with patience, empathy, and professionalismKeep documentation airtight "” Ensure all client submissions for release are timely, complete, and accurateDeliver exit packages on time "” Prepare and send exit packages with speed and meticulous attention to detailOwn the call queue and inbox "” Manage live calls and the team email inbox with responsiveness and a steady handMaintain spotless records in Salesforce "” Log every interaction and update client files with thoroughness and accuracyCollaborate on client files "” Work closely with your team to manage both new and existing client accountsRespond within 24 hours "” Keep turnaround tight on all emails, calls, and client feedback "” no one gets left waitingCommunicate consistently across every channel "” Uphold a professional, polished tone whether you're on the phone, writing an email, or sending mailWhat You BringNegotiation and conflict resolution chops "” You know how to find common ground and guide tough conversations to a productive placeSharp de-escalation and problem-solving instincts "” Pressure doesn't rattle you; it focuses youA results-driven mindset "” You measure your success by outcomes, not just activityExcellent communication skills "” Clear, professional, and confident in both writing and conversationStrong interpersonal skills "” You build trust quickly and treat every interaction as an opportunity to strengthen the relationshipIndependence and teamwork in equal measure "” You're self-directed but always ready to collaborateTime management that keeps you ahead "” You juggle competing priorities without dropping the ballFlexibility for a fast-paced environment "” You adapt easily when plans shift and new challenges pop upA detail-oriented approach "” Accuracy isn't an afterthought for you; it's the standardSmart prioritization skills "” You know what needs your attention now and what can be delegatedProficiency with Salesforce, Excel, Google Sheets, and Google WorkspaceA minimum of 2 years of customer service experience "” this is requiredReady 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! xijylhu Please remember to check both your inbox and spam folders for all application and interview-related communications after you apply.Location: Franklin, TN (In-Office) Schedule: Monday - Thursday 9:00 AM - 5:00 PM, Friday 9:00 AM - 3:00 PMCompensation details: 50000 Yearly SalaryPI2ea42766b0a6-3631

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