Retention Specialist

Triumph Financial, Inc.•Coppell, TX

19h•Onsite

About The Position

The Retention Specialist role blends an operational mindset with consultative, retention focused client management to strengthen relationships and reduce controllable churn across Triumph’s Core Factoring and Factoring as a Service (FaaS) portfolios. This role serves as a primary point of contact for clients who have submitted termination notices, as well as clients identified as inactive or at risk based on defined business criteria. The Retention Specialist analyzes account performance, identifies early indicators of disengagement, and works cross functionally to resolve issues, re engage clients, and reinforce the value of Triumph’s products and services. By applying data driven insights, relationship management, and persuasive communication, this role drives client loyalty, improves retention outcomes, and supports the long term success of both Triumph’s Core Factoring business and its FaaS offerings.

Requirements

Bachelor’s degree or equivalent
Three (3) to five (5) years of experience in communications, marketing, sales, account management, or client success
Strong skills in verbal and written communications, strategic planning, and project management
Demonstrated ability to build and maintain client relationships through consultative communication, conflict resolution, and effective negotiation, with a focus on driving customer satisfaction, retention, and long-term partnership success.
Knowledge of Salesforce and project management tools
Dedicated to meeting the expectations and requirements of internal and external clients
Effectively communicate with team members, debtors, clients, and the leadership team
Proven ability to navigate a dynamic process tasked with meeting aggressive client satisfaction
Strong communication skills (verbal and written)
Focused on delivering results to achieve goals
High integrity, values-based professional; demonstrated ability to balance work-life demands amid significant pressure and foster/nurture healthy, trusting, symbiotic relationships
Self-motivated, self-starter who thrives on working in a fast-paced environment while maintaining composure and delivering quality client service
High level of professionalism, sound judgment, commitment, integrity, teamwork, and client service
Ability to understand and follow written and verbal instructions and directions given by leadership
Analytical and process-oriented mindset
Ability to work effectively across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Ability to take and make numerous phone calls
Intermediate-to-advanced skills in Outlook, Excel, and Word.

Responsibilities

Manage relationships for clients in the termination queue and other at‑risk segments across Core Factoring and FaaS, serving as the primary point of contact throughout the lifecycle.
Act as a trusted advisor to understand needs, address concerns, and position solutions to retain the relationship where feasible.
Conduct comprehensive account reviews using KPIs such as funding trends, payment behavior, risk ratings, and customer feedback.
Analyze termination and disengaged accounts to identify root causes and determine appropriate retention or recovery actions.
Monitor portfolios for declining activity and early signs of disengagement.
Proactively engage inactive clients to resolve barriers, reinforce value, and drive reactivation as a preventive retention action.
Develop and execute targeted retention strategies, especially during renewals or competitive pressure.
Apply consultative selling to articulate value, recommend solutions, and negotiate outcomes that support continued partnerships.
Partner with internal teams to ensure a seamless and consistent client experience.
Coordinate across departments to address client needs, inquiries, and service issues efficiently.
Manage escalated client concerns with urgency and accountability.
Leverage internal resources to resolve issues, ensuring clear communication and restoration of client confidence.
Maintain accurate documentation of client interactions and retention activities in systems such as Salesforce and Delta.
Provide insights on trends, feedback, and recurring issues to support data‑driven decisions.
Identify opportunities to improve retention outcomes, service delivery, and internal processes.
Share recommendations with leadership to enhance client experience and reduce controllable churn.
Ensure adherence to company policies, SLAs, and banking regulations.
Protect sensitive client and company information across Core Factoring and FaaS portfolios.
Perform other duties as assigned.