Manager, Client Solutions

About the role

bove Lending is building a brand-new team, and as the Manager of Client Solutions, you will play a central role in building, leading, and scaling this critical function.

When a client misses a payment, our team reaches out not to demand anything, but to find out what happened and help them get back on track before a small problem becomes a large one. As Manager, you will lead a team of retention/early-out specialists to ensure these conversations are empathetic, compliant, and effective. You will establish performance standards, coach team members daily, and directly shape our outreach strategy, call scripts, timing, and retention offers based on operational insights.

This is a people leadership and retention management role, not a traditional collections management position. You and your team will be measured on cure rates (clients brought current) and the kept-promise rate of the plans your team establishes.

You Will:

• Lead the recruitment, hiring, onboarding, and training of a high-performing team of Client Retention Specialists.

• Own the team’s performance targets and service levels, and manage staffing, scheduling, and adherence so specialists are available when clients are most reachable 

• Conduct regular call monitoring, 1-on-1 coaching, and performance evaluations to help specialists meet and exceed conversion targets and commitment-kept metrics.

• Foster a collaborative, supportive, and accountable remote team culture where specialists feel valued, empowered, and engaged

• Oversee daily operations to ensure team members connect with recently delinquent clients, identify root causes of delinquency (e.g., timing issues, temporary shortfalls, life changes), and establish sustainable payment plans on the call.

• Ensure payment arrangements and autopay authorizations taken on the call are compliant and correctly set up, and that clients who need more help are routed to the right hardship options 

• Utilize frontline insights and call analytics to refine call scripts, contact strategies, outreach timing, and customer resolution offers.

• Ensure the team accurately documents every contact in the loan management system, executes post-call follow-ups (email/text), and tracks all commitments through completion.

• Maintain high standards of customer interaction, ensuring team members create legitimate urgency without applying improper pressure.