Retention Specialist

AUTOMOBILE PROTECTION CORPORATION

About The Position

The Retention Specialist promotes customer retention by maintaining payment plans and helping customers see the value in their purchase. This individual handles customer inquiries and payment plan communications and occasionally provides backup support for various roles within the business unit.

Requirements

High School Diploma or Equivalent
Minimum of 3 year administrative experience dealing with customers
Customer Service and Communication
Analytical and Problem-Solving
Time Management, Task Prioritization, and Organization
Collaboration and Teamwork
Adaptability
Self-Motivation
Retention-Focused Mindset
Attention to Detail
Conflict Resolution
Microsoft Office, particularly Outlook and Excel

Responsibilities

Handle Payment and Non-Payment Customer Inquiries
Manage, Oversee, and Maintain Customers Payment Plans
Proactively contact customers to help maintain their payment plans
Maintain multiple email inboxes
Cancel and Reinstate Contracts, with an emphasis on Retention
Work with the APCO Customer Service Team as needed
Work with PPS financing vendors as needed
Work with financial institutions to settle and dispute customer reported chargebacks
Understand detailed payment/cancellation limitations, processes, and procedures
Handle and assist with Reconciliations
Completing monthly reports and duties
Complete special projects when requested by management
Assist all other PPS departments as needed
Handle PPS Accounts Payables
Handle PPS Transactional Mail
Posting Payments in CRM
Complete Daily Activity Report