Customer Relationship Process Specialist at Wesley Group – Franklin, Tennessee

Title: Customer Relationship Process 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 Relationship Process 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.

• 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!

• 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

Key Skills and Proficiencies:

• 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

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!