Client Relationship Specialist
Yrefy LLC, Phoenix, AZ, United States
Title:
Client Relationship Specialist
Type:
Full-Time, Hourly, Non-Exempt, In-Office, Non-Remote
Pay Range:
$55,000-$65,000 yearly total compensation including bonuses
About Us: Yrefy is a private student loan refinance company, specializing in assisting borrowers and co-borrowers in relieving the burden of student loans, through a refinance. If you are passionate about helping individuals and thrive in a growing environment, we invite you to consider joining our team!
The Client Relationship Specialist is a trust critical role responsible for guiding prospective borrowers through the final decision stage before loan closing. This position exists to ensure clients fully understand their obligations, expectations, and long term implications of refinancing before committing-thereby improving loan quality, reducing post closing dissatisfaction, and strengthening long term relationships. Unlike traditional retention or sales roles, this position is education first and validation driven, not persuasion based. The Specialist acts as a final alignment checkpoint, confirming that the solution is appropriate, sustainable, and clearly understood. Why This Role Matters By validating understanding before commitment, Yrefy protects clients from avoidable hardship and protects the company from downstream risk, reputational damage, and servicing costs. This role reflects Yrefy's commitment to ethical growth, transparency, and student borrower advocacy. Key Objectives • Ensure borrowers make informed, confident decisions prior to closing • Prevent misalignment that leads to post close regret, complaints, or early fallout • Strengthen client trust through transparency, clarity, and professionalism • Support sustainable revenue by improving long term loan performance Success is measured by client clarity, confidence, and long term outcomes, not same day closes. Performance is evaluated on quality and sustainability, not pressure based conversion. • Post close satisfaction scores (30/90/180 days) • Reduction in early stage servicing escalations • Alignment confirmation accuracy (QA audits) • Loan persistence and payment consistency • Client feedback and referral indicators Core Responsibilities Client Relationship & Education Conduct pre closing conversations with approved borrowers to review: • Loan structure, terms, and repayment expectations • Program benefits and limitations Confirm client comprehension through clear explanation and validation techniques. Encourage thoughtful questions and allow space for reconsideration when appropriate. Decision Validation Assess borrower readiness and alignment prior to closing. Identify indicators of confusion, hesitation, or unrealistic expectations. Escalate concerns or recommend pausing the closing process when misalignment exists. Document confirmation of informed consent and understanding. Cross Functional Collaboration Partner with underwriting, servicing, and compliance teams to surface trends. Provide feedback on recurring client questions or friction points. Support continuous improvement of pre close communication materials. Documentation & Compliance Accurately document all pre closing interactions in CRM systems. Follow compliance, regulatory, and quality assurance standards. Maintain professional, empathetic communication across all channels. Required Qualifications • 2+ years of experience in client relationship management, financial services, or consumer lending • Strong ability to explain complex financial concepts in plain language • Demonstrated active listening and emotional intelligence • High attention to detail and documentation accuracy • Comfort recommending against closing when appropriate Preferred Qualifications • Experience in refinancing, student loans, or debt related financial products • Background in client education, onboarding, or advisory roles • Familiarity with CRM systems (Salesforce or similar) • Compliance aware mindset Core Competencies • Trust based communication • Client advocacy and ethical judgment • Emotional regulation and psychological safety creation • Critical thinking and risk identification • Professional discretion
What We Offer: 100% Employer Paid Medical for Employee AND Whole Family (includes the Mayo Clinic) 401k/Roth Plan 4% Match with Immediate Vesting Dental Insurance Vision Insurance Company Paid Life Insurance, plus optional voluntary coverage Company Paid Short-and-Long-Term Disability Insurance Employee Assistance Program Fully Paid LifeTime Gym Membership (if >8 visit days/month) Student Loan Repayment Assistance Job-related Tuition Reimbursement Catered Friday Lunches Stocked Snack Kitchens Fun in-Office Work Environment Advancement Opportunities in a Fast-Growing Company And More!
Client Relationship Specialist
Type:
Full-Time, Hourly, Non-Exempt, In-Office, Non-Remote
Pay Range:
$55,000-$65,000 yearly total compensation including bonuses
About Us: Yrefy is a private student loan refinance company, specializing in assisting borrowers and co-borrowers in relieving the burden of student loans, through a refinance. If you are passionate about helping individuals and thrive in a growing environment, we invite you to consider joining our team!
The Client Relationship Specialist is a trust critical role responsible for guiding prospective borrowers through the final decision stage before loan closing. This position exists to ensure clients fully understand their obligations, expectations, and long term implications of refinancing before committing-thereby improving loan quality, reducing post closing dissatisfaction, and strengthening long term relationships. Unlike traditional retention or sales roles, this position is education first and validation driven, not persuasion based. The Specialist acts as a final alignment checkpoint, confirming that the solution is appropriate, sustainable, and clearly understood. Why This Role Matters By validating understanding before commitment, Yrefy protects clients from avoidable hardship and protects the company from downstream risk, reputational damage, and servicing costs. This role reflects Yrefy's commitment to ethical growth, transparency, and student borrower advocacy. Key Objectives • Ensure borrowers make informed, confident decisions prior to closing • Prevent misalignment that leads to post close regret, complaints, or early fallout • Strengthen client trust through transparency, clarity, and professionalism • Support sustainable revenue by improving long term loan performance Success is measured by client clarity, confidence, and long term outcomes, not same day closes. Performance is evaluated on quality and sustainability, not pressure based conversion. • Post close satisfaction scores (30/90/180 days) • Reduction in early stage servicing escalations • Alignment confirmation accuracy (QA audits) • Loan persistence and payment consistency • Client feedback and referral indicators Core Responsibilities Client Relationship & Education Conduct pre closing conversations with approved borrowers to review: • Loan structure, terms, and repayment expectations • Program benefits and limitations Confirm client comprehension through clear explanation and validation techniques. Encourage thoughtful questions and allow space for reconsideration when appropriate. Decision Validation Assess borrower readiness and alignment prior to closing. Identify indicators of confusion, hesitation, or unrealistic expectations. Escalate concerns or recommend pausing the closing process when misalignment exists. Document confirmation of informed consent and understanding. Cross Functional Collaboration Partner with underwriting, servicing, and compliance teams to surface trends. Provide feedback on recurring client questions or friction points. Support continuous improvement of pre close communication materials. Documentation & Compliance Accurately document all pre closing interactions in CRM systems. Follow compliance, regulatory, and quality assurance standards. Maintain professional, empathetic communication across all channels. Required Qualifications • 2+ years of experience in client relationship management, financial services, or consumer lending • Strong ability to explain complex financial concepts in plain language • Demonstrated active listening and emotional intelligence • High attention to detail and documentation accuracy • Comfort recommending against closing when appropriate Preferred Qualifications • Experience in refinancing, student loans, or debt related financial products • Background in client education, onboarding, or advisory roles • Familiarity with CRM systems (Salesforce or similar) • Compliance aware mindset Core Competencies • Trust based communication • Client advocacy and ethical judgment • Emotional regulation and psychological safety creation • Critical thinking and risk identification • Professional discretion
What We Offer: 100% Employer Paid Medical for Employee AND Whole Family (includes the Mayo Clinic) 401k/Roth Plan 4% Match with Immediate Vesting Dental Insurance Vision Insurance Company Paid Life Insurance, plus optional voluntary coverage Company Paid Short-and-Long-Term Disability Insurance Employee Assistance Program Fully Paid LifeTime Gym Membership (if >8 visit days/month) Student Loan Repayment Assistance Job-related Tuition Reimbursement Catered Friday Lunches Stocked Snack Kitchens Fun in-Office Work Environment Advancement Opportunities in a Fast-Growing Company And More!