Retention Specialist

First American Payments Systems • Fort Worth, TX

1d

About The Position

The Retention Specialist handles inbound calls from credit card merchants and sales representatives, resolving issues related to account closure requests. The role also processes customer correspondence and may support other call center queues during periods of low staffing or high call volume. It requires professionalism, patience, clear communication, and the ability to explain detailed contract information to customers and sales representatives.

Requirements

• High school diploma or GED and 2 years of related experience, or an associate degree and 0 years of related 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 at least 18 years of age.

Nice To Haves

• Associate degree and 0 years of related 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 contract revisions, workflows, 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 ability to prioritize tasks to meet deadlines.
• Excellent attendance and ability to complete quality work on time.

Responsibilities

• Answer inbound calls from credit card merchants and sales representatives and resolve issues related to account closure requests.
• Process calls through resolution for customers seeking to close accounts, request contract information, or lodge complaints.
• Explain detailed contract information patiently and professionally to customers, sales offices, and representatives.
• Assist internal and external customers with tact, courtesy, and a professional demeanor.
• Process incoming correspondence regarding 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.
• Infertility treatment, adoption, and surrogacy assistance.
• Tuition reimbursement.

What This Job Offers

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