Customer/Client Advocacy Specialist
Wesley Finance Group, Franklin, TN, United States
Customer/Client Advocacy Specialist
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! About the Role
You'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 Responsibilities
Be the client's go-to
Serve as the main point of contact, setting clear expectations and keeping communication flowing at every stage Negotiate with purpose
Work with clients and external contacts to drive conversations toward the best possible outcomes De-escalate with confidence
Handle difficult or emotional client situations with patience, empathy, and professionalism Keep documentation airtight
Ensure all client submissions for release are timely, complete, and accurate Deliver exit packages on time
Prepare and send exit packages with speed and meticulous attention to detail Own the call queue and inbox
Manage live calls and the team email inbox with responsiveness and a steady hand Maintain spotless records in Salesforce
Log every interaction and update client files with thoroughness and accuracy Collaborate on client files
Work closely with your team to manage both new and existing client accounts Respond within 24 hours
Keep turnaround tight on all emails, calls, and client feedback
no one gets left waiting Communicate consistently across every channel
Uphold a professional, polished tone whether you're on the phone, writing an email, or sending mail What You Bring
Negotiation and conflict resolution chops
You know how to find common ground and guide tough conversations to a productive place Sharp de-escalation and problem-solving instincts
Pressure doesn't rattle you; it focuses you A results-driven mindset
You measure your success by outcomes, not just activity Excellent communication skills
Clear, professional, and confident in both writing and conversation Strong interpersonal skills
You build trust quickly and treat every interaction as an opportunity to strengthen the relationship Independence and teamwork in equal measure
You're self-directed but always ready to collaborate Time management that keeps you ahead
You juggle competing priorities without dropping the ball Flexibility for a fast-paced environment
You adapt easily when plans shift and new challenges pop up A detail-oriented approach
Accuracy isn't an afterthought for you; it's the standard Smart prioritization skills
You know what needs your attention now and what can be delegated Proficiency with Salesforce, Excel, Google Sheets, and Google Workspace A minimum of 2 years of customer service experience
this is required 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! 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 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! About the Role
You'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 Responsibilities
Be the client's go-to
Serve as the main point of contact, setting clear expectations and keeping communication flowing at every stage Negotiate with purpose
Work with clients and external contacts to drive conversations toward the best possible outcomes De-escalate with confidence
Handle difficult or emotional client situations with patience, empathy, and professionalism Keep documentation airtight
Ensure all client submissions for release are timely, complete, and accurate Deliver exit packages on time
Prepare and send exit packages with speed and meticulous attention to detail Own the call queue and inbox
Manage live calls and the team email inbox with responsiveness and a steady hand Maintain spotless records in Salesforce
Log every interaction and update client files with thoroughness and accuracy Collaborate on client files
Work closely with your team to manage both new and existing client accounts Respond within 24 hours
Keep turnaround tight on all emails, calls, and client feedback
no one gets left waiting Communicate consistently across every channel
Uphold a professional, polished tone whether you're on the phone, writing an email, or sending mail What You Bring
Negotiation and conflict resolution chops
You know how to find common ground and guide tough conversations to a productive place Sharp de-escalation and problem-solving instincts
Pressure doesn't rattle you; it focuses you A results-driven mindset
You measure your success by outcomes, not just activity Excellent communication skills
Clear, professional, and confident in both writing and conversation Strong interpersonal skills
You build trust quickly and treat every interaction as an opportunity to strengthen the relationship Independence and teamwork in equal measure
You're self-directed but always ready to collaborate Time management that keeps you ahead
You juggle competing priorities without dropping the ball Flexibility for a fast-paced environment
You adapt easily when plans shift and new challenges pop up A detail-oriented approach
Accuracy isn't an afterthought for you; it's the standard Smart prioritization skills
You know what needs your attention now and what can be delegated Proficiency with Salesforce, Excel, Google Sheets, and Google Workspace A minimum of 2 years of customer service experience
this is required 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! 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 PM