Dispute Resolution Specialist

About Us:

The Photo Studio Group is a premier fashion photography studio dedicated to creating stunning, high-end portraits and empowering our clients to feel their most confident. We provide an unforgettable luxury experience from start to finish. Our clients often choose flexible financing to invest in their custom photography packages. We are seeking a dedicated and empathetic individual to help manage these client accounts and ensure a positive relationship with our brand, even when financial challenges arise.

The Role:

This is not a typical collections role. We are looking for a Client Account & Retention Specialist who excels at communication and problem-solving. Your primary goal is to connect with clients who have fallen behind on their monthly payments for their photography package. You will be a brand ambassador, focused on understanding their situation, providing solutions, and ultimately, retaining them as a valued client. You will be empowered to find mutually beneficial outcomes, including adjusting package details to ensure the client can continue their journey with us.

Key Responsibilities:

• Proactively and professionally contact clients via phone and email regarding overdue payments.
• Listen with empathy to understand each client's unique situation and the reasons for missed payments or cancellation requests.
• Clearly explain contract terms, payment schedules, and account statuses.
• Negotiate payment arrangements and solutions that work for both the client and the studio.
• Utilize your problem-solving skills to save at-risk contracts, including offering approved package modifications or price reductions to retain the client's business.
• Maintain detailed and accurate records of all client communications and payment agreements in our CRM system.
• Provide an exceptional level of customer service, ensuring that every interaction positively reflects our studio's brand.
• Meet and exceed monthly targets related to payment collection and client retention.

What We're Looking For:

• Experience: Minimum of 1-2 years of experience in collections, customer retention, account management, or a similar role involving phone-based customer negotiation.
• Exceptional Communicator: You are articulate, patient, and can handle sensitive financial conversations with grace and professionalism.
• Empathetic & Resilient: You can understand a client's perspective while staying focused on achieving a positive outcome. You remain calm and composed during difficult conversations.
• Strong Negotiator: You are skilled at finding common ground and are comfortable making offers to save a client relationship.
• Results-Driven: You are motivated by goals and take pride in successfully resolving accounts and retaining customers.
• Organized: You are detail-oriented and can effectively manage a portfolio of client accounts.
• Tech-Savvy: Proficient in using CRM software and standard office suites.

Why Join The Photo Studio Group?

• Competitive Pay & Bonus: We offer a competitive hourly wage plus a generous bonus structure based on your retention and collection success.
• Positive Work Environment: Be part of a creative, passionate, and supportive team.
• Meaningful Impact: Play a crucial role in our clients' experience and the financial health of the studio.
• Benefits: Health, dental, and vision insurance; Paid time off, etc.

If you are a compassionate and persuasive individual who excels at turning challenging situations into positive outcomes, we encourage you to apply.

To Apply: Please submit your resume and a brief cover letter explaining why you would be a great fit for this unique role at our studio.

Job Type: Full-time

Pay: $48,000.00 - $52,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you able to work full time in our offices in Parkland?

Experience:

• Dispute Resolution: 1 year (Preferred)

Work Location: In person