Retention Specialist

Deluxe • Fort Worth, TX

1d

About The Position

The Retention Specialist answers inbound calls from credit card merchants and sales representatives and resolves issues related to account closure requests. The role also processes written correspondence, explains contract information, assists internal and external customers, and helps cover other call center queues during staffing shortages or periods of high call volume.

Requirements

• High school diploma or GED and 2 years of related experience, or an associate degree and 0 years of experience.
• Prior experience explaining detailed contract or policy information, or working in a collections environment.
• Functional knowledge of Microsoft Outlook, Word, and Excel.
• Ability to produce comprehensive documentation.
• Ability to analyze and prioritize information and make appropriate recommendations.
• Experience informing clients, superiors, peers, and direct reports according to their information needs.
• Must be 18 years of age or older.

Nice To Haves

• Associate degree and 0 years of experience.
• Bilingual in English and Spanish.
• Ability to work in a fast-paced, high-volume call center environment with minimal guidance or supervision.
• Above-average knowledge of First American's contract revisions, workflow, policies, procedures, and systems.
• Clear and effective speaking in a variety of settings.
• Excellent written communication skills.
• Strong attention to detail and a meticulous, thorough approach to work.
• Effective time management and prioritization to meet deadlines.
• Excellent attendance and timely completion of quality work.

Responsibilities

• Handle inbound calls through resolution from customers seeking to close accounts, request contract information, or lodge complaints.
• Explain detailed contract information to customers, sales offices, and representatives with patience and professionalism.
• Assist internal and external customers with tact, courtesy, and a professional demeanor.
• Process incoming correspondence concerning customer requests or account closures.
• Assist with overflow calls from other call center queues during low staffing or high call volume.

Benefits

• Healthcare, including medical, dental, and vision coverage.
• Paid time off, volunteer time off, and holidays.
• Employer-matched retirement plan.
• Employee stock purchase plan.
• Short-term and long-term disability coverage.
• Infertility treatment, adoption, and surrogacy assistance.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED