Customer/Client Advocacy Specialist

Title: Customer/Client Advocacy Specialist

Department: Relationship Management Team
Location: Franklin, TN (In-Office)
Schedule: Monday - Thursday 9:00 AM – 5:00 PM, Friday 9:00 AM – 3:00 PM

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 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!

Your Role:

• Manage both existing and new client files collaboratively within the team
  
  

• Ensure timely submission of clients for release with accurate documentation
  
  

• Serve as the main point of contact for clients, facilitating clear communication and setting expectations
  
  

• Handle challenging client situations with strong de-escalation skills
  
  

• Negotiate effectively with clients and other contacts to achieve optimal outcomes
  
  

• Manage a live call queue and team email inbox with responsiveness and professionalism
  
  

• Maintain thorough, accurate client records in Salesforce
  
  

• Deliver exit packages promptly and with attention to detail
  
  

• Respond to emails, calls, and client feedback within 24 hours
  
  

• Maintain consistent professional communication via phone, email, and mail
  
  

Key Skills and Proficiencies:

• Proven negotiation and conflict resolution skills
  
  

• Strong de-escalation and problem-solving abilities
  
  

• Results driven and outcome focused
  
  

• Excellent written and verbal communication skills
  
  

• Exceptional interpersonal skills and professionalism
  
  

• Ability to work independently and within a team
  
  

• Strong time management and multi-tasking abilities
  
  

• Flexibility and adaptability in a fast-paced environment
  
  

• High attention to detail and accuracy
  
  

• Ability to prioritize tasks and delegate when appropriate
  
  

• Proficiency with Salesforce, Excel, Google Sheets, and G Suite
  
  

• Prior customer service experience is required minimum of 2 yrs

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!