Day in the Life of a Beyond Finance Client Success Team Lead

We chatted with a Beyond Finance Client Success Team Lead, Bailey Carr, to learn more about his day-to-day and his favorite parts about working at Beyond Finance.

How did you learn about Beyond Finance?

It’s funny, I first heard about Beyond in 2019. They were hiring pretty aggressively for sales, and I did an in-person event at their office and a quick on-the-floor interview. I received an offer but turned it down because it seemed too good to be true. I regretted not accepting the role, so I always kept them on my radar. Two years later, I had an opportunity to apply to CSD and I took it. 

I learned about debt consolidation through Beyond Finance — I never even knew it existed before. What grabbed my attention the most was how much they cared for their employees. I heard from several employees who had terrific things to say. 

How long have you been on the team, and what do you do?

I joined Beyond Finance in August 2021. As a team lead, my main responsibility is supporting my agents and ensuring they get personal, continued development, and coaching.  Most of my day is spent working with agents and conducting 1-on-1s, listening to live calls or recordings, and making notes for follow-up. The key thing here is we are looking for opportunities for improvement. We want everyone to do well!

What happens during a 1-on-1 meeting?

Typically, we use behavioral-based coaching during these meetings. We discuss the calls I've reviewed and any opportunities to improve on similar calls in the future. Are they using their time efficiently? If not, how could we help them do that? Is their tone and etiquette good on the call? How could we better support or answer client questions fully? We review action items for the future, and then, as we continue to meet, we keep following up on those action items and set up new ones. 

Could you break down your day-to-day life at Beyond?

9:00 a.m.

My day starts with a review of Slack and email - checking in with the team and reviewing any updates or messages. If anyone needs support or assistance, I use this time to provide that.

9:30 a.m.

I share updated key performance indicators (KPIs) with my team, based on the past 30 days' performance, so everyone’s up-to-date. Client Success representatives utilize these KPIs to measure quality and productivity goals and expectations. They're also important for knowing where agents stand regarding their bonus opportunities. We discuss these updates in detail during our weekly 1-on-1’s.

10:00 a.m.

I hold 30-minute 1-on-1s with each agent on my team weekly, anywhere from 3 to 5 times a day. 1-on-1’s provide coaching and development opportunities, while we work toward personal, team, and departmental goals.

12:00 p.m.

We have a weekly management meeting on the Client Success Team with our department directors, managers, and team leads. We use this time to get aligned on everything happening in the department (updates, discussing new challenges, providing feedback, etc.). This meeting is crucial for aligning with all leadership levels and discussing topics affecting the entire department.

1:30 p.m.

After lunch, I hold any remaining 1-on-1s for the day and provide direct support to the team as things come up. This may be helping with a tech issue, walking an agent through a non-urgent request, or providing administrative assistance.

3:00 p.m. 

After all 1-on-1s are finished, I live-monitor agents, follow up on action items we discussed in coaching, and provide live support, if needed. Of course, we can’t forget to give shoutouts as well! If I hear something great on a call, I acknowledge it immediately. Immediate feedback is the best motivation and positive reinforcement, ensuring I can have the most meaningful impact on my team and their continued growth —both as individuals and as a whole.

4:00 p.m.

I use the rest of my day to review calls and finish any final preparations for the following days’ 1-on-1s. Team leads review calls for each agent's coaching opportunities, allowing us to identify and help improve agent behavior on calls. This ultimately leads to better client experience and higher agent performance. 

What advice can you offer to other agents who are just starting?

My biggest challenge was just getting on the phones! My advice for agents going through training is to give your best effort from the start. Don’t hold back in the group when they ask who wants to take the next call. 

Personally, I would put my hand up, face the nerves, and get that first call out of the way because once you do that, it's much easier to focus on the objective at hand. I encourage anyone to jump in and do the same thing when they ask you who wants to take the next call or do the first role-play.

Do you have any other favorite things about being at Beyond?

I love the level of support and leadership where I can collaborate with people two or three levels above me. And there's a lot of hands-on engagement from leadership. I feel it now as a leader, and that's what I aim to do for my direct reports. 

I also appreciate the amount of time I get to spend with my family. My son was about 8 months old when I started. I loved being home with my wife and spending time with him. Working remotely allows me to be super involved and witness those milestone moments, like his first steps. And I get to play with him on my lunch breaks! I never felt like I was missing out on him growing up.