Retention Specialist

First American Payments Systems•Fort Worth, TX

About The Position

Responsible for effectively answering inbound calls from our credit card merchants and sales representatives, and resolving issues related to account closure requests. Process inbound calls to the point of resolution from customers seeking to close account, request contract information, and/or lodge complaints. Maintain a high level of patience and professionalism while explaining in-depth contract information to customers or sales offices/representatives. Provide assistance to both internal and external customers while exhibiting tact, courtesy, and maintaining a professional demeanor. Process incoming correspondence regarding customer requests or account closures. Assist with any overflow calls from other call center queue(s) because of low staffing or high volume of calls.

Requirements

HS/GED and 2 years of related experience or Associates and 0 years
Prior experience explaining in-depth contract or policy information or working in a collections environment is required.
Functional knowledge of Microsoft Outlook, Word and Excel.
Capable of producing comprehensive documentation.
Competently analyzes and prioritizes information to make appropriate recommendations.
Experience informing clients, superiors, peers, and direct reports based on their information needs.
Must be 18 years of age or older

Nice To Haves

Associates and 0 years
Bilingual (English/Spanish) is preferred.
Ability to work in a fast-paced, high volume call center environment with minimal guidance or supervision.
Maintains above average knowledge of First American’s various contract revisions, workflow, policies, procedures, and systems.
Speaks clearly and effectively in a variety of settings.
Excellent written communication skills.
Pays attention to detail. Approaches work in a meticulous and thorough manner.
Manages time effectively and prioritizes completing tasks to meet deadlines.
Has excellent attendance and completes quality work on time.

Responsibilities

Effectively answering inbound calls from our credit card merchants and sales representatives, and resolving issues related to account closure requests.
Process inbound calls to the point of resolution from customers seeking to close account, request contract information, and/or lodge complaints.
Maintain a high level of patience and professionalism while explaining in-depth contract information to customers or sales offices/representatives.
Provide assistance to both internal and external customers while exhibiting tact, courtesy, and maintaining a professional demeanor.
Process incoming correspondence regarding customer requests or account closures.
Assist with any overflow calls from other call center queue(s) because of low staffing or high volume of calls.