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Beyond debt consolidation: transforming financial futures through empathy
Beyond Finance is a leading debt consolidation company redefining financial wellness through an innovative, empathetic approach. The company goes beyond debt consolidation to reshape clients’ relationships with money and provide tools for sustained financial health.
Empathy as a Core Value
Beyond Finance offers options for those burdened by debt acquired through some of life’s toughest challenges — unexpected medical costs, job loss, divorce and other financial hardships. Empathy is central to Beyond Finance’s mission to support clients on their journey to financial freedom. The Client Success team, comprised of over 300 dedicated professionals, exemplifies this by offering unwavering support throughout the two to four-year program. Many team members, some active or graduated Beyond Finance clients themselves, draw from personal experiences with debt, fostering authentic connections, trust and meaningful, solutions-driven support.
Team members undergo an initial four-week training program on financial management and listening skills. These sessions provide insights into clients’ challenges and equip team members to validate clients’ feelings about debt and offer personalized guidance and encouragement.
Help When It’s Needed
Our U.S.-based team provides 24/7 live support via a variety of channels, based on an understanding that clients need someone to listen and help problem-solve at all hours. The team aims for single-call resolution – to consistently do whatever it takes to find a solution for the client — right then and there. The team’s attitude is to address clients’ concerns, while going the extra mile: fostering a partnership that empowers clients to make informed decisions for themselves and manage their finances better.
Investing More to Elevate Support
Debt is more than a financial obstacle — it carries emotional and psychological weight. Recognizing this, Beyond Finance introduced specialized empathy training for its Client Success Team in 2024, ensuring every interaction with clients is rooted in patience, compassion and a clear understanding of the burden of overwhelming debt. In its first year, the team recorded more than 500 collective hours of empathy training.
This commitment to understanding, support and holistic financial wellness is reflected in an ongoing survey of Beyond Finance program graduates. Since 2023, respondents rated their financial habits before getting help from Beyond Finance at an average of 5.9/10 and an average of 8.2/10 after working with the company (over 1,800 respondents). Beyond has earned clients’ trust, reflected in their 80 NPS score — a 10 point increase since 2023.
Pioneering Mental Health Integration
Recognizing the deep connection between financial health and mental well-being, Beyond Finance integrates accredited financial therapists into its client support services, making expert guidance a core part of the experience. Dealing with debt can feel isolating, but Dr. Erika Rasure, Ph.D., chief financial wellness advisor and client financial therapist, and Nathan Astle, CFT-I, certified financial, marriage and family therapist and client financial counselor, provide personalized support that fosters resilience and empowerment.
Through multiple weekly financial wellness webinars, they engage with hundreds of clients personally each week, offering tailored resources, live encouragement and strategies to break financial trauma cycles and build lasting financial well-being. Included is a dedicated segment where clients can support one another and recognize they’re not alone.
Deepening the Effect Our Team Can Have on Clients
The “Beyond Debt Now” initiative empowers the Client Success team to nominate clients for an accelerated debt payoff giveaway, offering additional financial relief. Multiple winners are selected monthly, receiving payouts to eliminate part or all of their enrolled debt. Since the start of 2023, Beyond Finance has helped over 30 clients eliminate over $400,000 of debt through Beyond Debt Now. Winners are carefully nominated by the Client Success team, who select those they believe truly deserve and require the additional support, including those impacted by medical and credit card debt, scams, natural disasters and housing issues.
Nomination Title: Beyond Finance's Company's Customer Service Department
