Retention Specialist

APCO Holdings

About The Position

APCO Holdings partners with dealerships across North America to deliver innovative vehicle protection products and services that enhance the ownership experience for customers and drive growth for our partners. Through our family of brands, we bring together industry expertise, technology, and data-driven insights to help dealers strengthen their finance and insurance performance and build lasting relationships with their customers. Our teams work collaboratively across operations, technology, risk, finance, marketing, and sales to deliver solutions that create measurable value and support the continued growth of APCO and the partners we serve. We are looking for a Retention Specialist to support customer accounts and payment plans within our Post Purchase Sales team. In this role, you will work directly with customers to maintain active accounts, resolve payment-related inquiries, and help customers understand the value of their coverage, ultimately driving retention and long-term satisfaction.

Requirements

High school diploma or equivalent
3+ years of experience in customer service, account management, or administrative support
Strong communication and problem-solving skills
Experience working with customer accounts, payments, or billing processes
Proficiency in Microsoft Office, including Outlook and Excel

Nice To Haves

Experience in retention, collections, or payment plan management
Experience working with financial institutions or handling chargebacks/disputes
Experience in automotive, warranty, or F&I-related environments
Experience working in a high-volume, customer-facing role

Responsibilities

Manage and maintain customer payment plans, ensuring accuracy and continuity
Proactively contact customers to support retention and prevent cancellations
Handle inbound and outbound customer inquiries related to payments and accounts
Process contract cancellations and reinstatements with a focus on retention
Work with internal teams and external partners (including financial institutions and vendors) to resolve issues
Investigate and support chargebacks, disputes, and reconciliations
Maintain and manage multiple communication channels, including email inboxes
Post and track payments within internal systems
Complete reporting, daily activity tracking, and administrative responsibilities
Support cross-functional teams and assist with special projects as needed