Client Retention Specialist supporting customers of TD Merchant Solutions by providing expert guidance and legendary experiences. Delivering solutions through inbound and outbound service interactions in a hybrid work environment.
About the role
- Retention Specialist handling customer inquiries and payment plans at APCO. Promoting customer retention through effective communication and administrative support.
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
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
Benefits
- Drug Free Workplace
- Equal Opportunity Employer
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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