Retention & Renewal Specialist

AutoPayPlus•Orlando, FL

About The Position

AutoPayPlus is proud to be an Equal Opportunity Employer committed to an inclusive, supportive workplace where every team member feels valued, respected, and empowered to succeed. As a B2C fintech company, AutoPayPlus by US Equity Advantage serves over 98,000 members with automated biweekly payment solutions for auto loans and mortgages and has processed more than $5.65 billion in loan payments since 2003. We continue to evolve into a Financial Wellness Partner through our innovative Momentum Rewards program—a tiered membership model designed to bridge the intent-to-action gap while enhancing long-term value for our members. Our Mission: To handle every member relationship with care, transforming everyday financial interactions into trusted, lifelong partnerships. We're seeking a results-driven Retention & Renewal Specialist who excels at transforming member retention challenges into loyalty success stories. This role combines consultative selling, behavioral psychology principles, and genuine member advocacy to close the critical 56.6-point intent-action gap—turning members who say they'll stay into members who actually do . You'll be the human voice behind our retention technology, executing strategic save-desk interventions, proactive at-risk outreach, and renewal conversations that position AutoPayPlus as a lifelong financial wellness partner rather than a transactional payment processor.

Requirements

3+ years in retention sales, save desk, customer success, or renewal roles (B2C fintech/SaaS preferred)
Proven track record of meeting or exceeding save rate or retention KPIs
Consultative selling expertise with ability to diagnose root causes of cancellation intent
Behavioral psychology application – comfort applying frameworks like loss aversion, reciprocity, and commitment consistency in real-time conversations
Multi-channel communication mastery – phone-first mentality with SMS and email follow-up discipline
CRM proficiency – experience with platforms like Creatio, Salesforce, HubSpot, or similar
Financial services acumen – understanding of auto loans, payment processing, credit impacts, and financial wellness concepts
Empathy under pressure – ability to de-escalate frustrated members while protecting company interests

Nice To Haves

Experience with sub-prime consumer segments and financial stress dynamics
Familiarity with TCPA compliance and consent-based outreach regulations
Spanish fluency (cultural fluency, not just translation) to serve 41M+ Spanish-speaking market
Background in membership/loyalty programs or tier-based retention models
Exposure to Jeff Walker's Product Launch Formula (PLF) or similar launch campaign sequencing
Resilient optimist – you hear "no" 10 times but celebrate the 11th "yes"
Metrics-driven – you track your own performance daily and course-correct proactively
Member advocate mindset – you genuinely believe in helping members succeed financially
Startup agility – comfortable with evolving processes, pilot programs (like our Momentum Rewards tier structure), and rapid iteration
Ownership mentality – you don't wait for perfect scripts; you identify friction and propose solutions

Responsibilities

Inbound Cancellation Saves (40% of role): Handle inbound cancellation requests using behavioral psychology-driven save scripts Apply Dixon's Effortless Experience framework to create low-friction save pathways Leverage Kahneman's Loss Aversion framing: "You've already protected 23 payments—don't lose that progress" Offer pause options, Momentum tier upgrades, and alternative solutions as retention tools Convert cancellation moments into relationship-deepening opportunities Target Save Rate: 35%+
Outbound At-Risk Intervention (35% of role): Execute proactive outreach to members showing risk indicators (NSF triggers, payment holds, missed payments) Contact high-value/VIP segment members within 48 hours of risk signals Utilize optimal contact timing research: Tuesday-Thursday, 10AM-12PM and 4PM-5PM Deploy multi-channel engagement (phone, SMS, ringless voicemail) per Outbound Contact Framework Address financial stress with empathy while maintaining payment protection Escalate refinancing leads to renewal pathway Target Contact Rate: 80% of accounts flagged within 48 hours
Renewal & Re-enrollment Conversations (20% of role): Proactively contact members at major life events (vehicle trade-in, refinance, loan payoff) Apply Skrob's Identity Ladder framework: position re-enrollment as identity preservation, not transaction Overcome the "tied to my old loan" objection with seamless transfer messaging Highlight accumulated value and Momentum rewards waiting for their return Execute incentive offers (e.g., $50 Amazon gift cards) per renewal campaign guidelines Target Renewal Rate: Contribute to increasing from 9% to 25%
Documentation & Continuous Improvement (5% of role): Document all interactions in Creatio CRM with detailed notes and outcome tracking Provide feedback on script effectiveness and member objection patterns Participate in weekly retention team huddles to share wins and refine approaches Track personal metrics: save rate, contact rate, renewal conversion, NPS impact