Member Retention Specialist

AutoPayPlus•Orlando, FL

1d•Onsite

About The Position

Join Our Growing Team at AutoPayPlus! In this role, you'll make a meaningful impact by helping members overcome financial challenges, strengthening long-term relationships, and demonstrating the value of staying enrolled in our program. Every conversation is an opportunity to provide solutions, build trust, and help members stay on track toward their financial goals. If you're a motivated communicator who enjoys solving problems, building relationships, and delivering exceptional member experiences, we'd love to meet you.

Requirements

2+ years of experience in customer retention, customer service, account management, collections, customer success, or financial services.
Excellent communication, active listening, and relationship-building skills.
Strong problem-solving and conflict-resolution abilities.
Experience using CRM systems (Creatio, Salesforce, HubSpot, or similar).
Ability to thrive in a fast-paced, goal-oriented environment.

Nice To Haves

Financial services or FinTech experience is a plus.
Bilingual (English/Spanish) is highly preferred.

Responsibilities

Assist members who are considering canceling their membership by understanding their needs and offering personalized solutions.
Educate members on the benefits of AutoPayPlus and available retention options.
Proactively reach out to members with account concerns to help prevent cancellations.
Re-engage former members who may qualify to return to the program.
Document all member interactions accurately within our CRM system.
Collaborate with your team to improve the member experience and retention strategies.
Meet performance goals related to member retention, quality, and customer satisfaction.