Retention Specialist, French Bilingual

Fiserv•Mississauga, ON

6d•CA$48,000 - CA$60,000•Onsite

About The Position

At Fiserv, we help clients deliver secure, reliable financial services and commerce experiences that support the way people move and manage money. As a Retention Specialist, you will support client loyalty and retention efforts by helping resolve account concerns, addressing service-related issues, and identifying opportunities to preserve and strengthen client relationships. You will work with cross-functional teams to improve retention outcomes, support revenue protection, and contribute to a consistent client experience.

Requirements

Bilingual proficiency in both English and French.
2+ years of experience in account retention, customer retention, or client save programs.
2+ years of experience in analyzing account history, usage trends, or cancellation indicators to support retention decisions.
2+ years of experience in Microsoft Excel, Outlook, and Word for reporting, communication, and case tracking.
2+ years of equivalent combination of educational background, related experience, and/or military experience.
Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.

Nice To Haves

Experience supporting retention activity in payments, financial services, or SaaS environments.
Familiarity with dispute handling, service recovery, or contract renewal processes.
Experience using dialer platforms or workforce management tools in a service environment.
Ability to manage escalated client conversations while maintaining policy and documentation standards.
Experience partnering with sales, service, and operations teams on account recovery efforts.

Responsibilities

Manage retention-related client interactions to address account concerns, billing questions, service issues, and cancellation requests.
Investigate client issues, document findings, and coordinate resolution activities with internal teams.
Review account activity, service history, and retention indicators to support renewal and save efforts.
Process account updates, service changes, and case records in applicable systems.
Escalate high-risk retention matters, service failures, or unresolved account issues to the appropriate teams.
Support process improvement efforts by identifying recurring client concerns and workflow gaps.

Benefits

Fuel Your Life wellness program with activities and rewards to support total well-being
Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
Recognition through Living Proof, with points redeemable for merchandise and gift cards
Eight Employee Resource Groups to build connection and inclusion
RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
Comprehensive extended health care and vision benefits, plus dental coverage
Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
Company-paid Short-Term Disability and Long-Term Disability income protection
Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits