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
- Asset Retention Specialist responsible for maintaining canceled loans and providing legendary service to Agents and Brokers. Collaborating with new associates and managing relationships with qualified agencies.
Responsibilities
- Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests.
- Respond to telephone inquiries from insurance brokers, insurance carriers, and insured Customers regarding premium finance accounts.
- Properly document all conversations on each specific account.
- Maintain a territory by contacting Agents regarding return premiums received and make suitable repayment options to ensure the loan is collected and paid in full.
- Ensure clear notes and actions are placed on the account for each step in the collection process.
- Responsible for working with challenging or problematic relationships as needed.
- Work with our agents and brokers to understand the reason for arrears and to facilitate suitable solutions for each client.
- Communicate issues on accounts to all parties involved: Sales Executive, Account Executives, and Regional Leadership.
- Professionally address client errors and communicate the negative impact of those errors to IPFS, arranging acceptable resolution for us and our agency partners.
- Collaborate with new associates to establish familiarity with company procedures and best practices.
- Complete appropriate recommendations for loan losses and write-offs.
- Coordinates with leadership to manage the organization's assets by ensuring operational efficiency, reliability, and cost-effectiveness.
- Implements and refines the organizations asset management strategy, aligning it with the goals and objectives of IPFS.
- Utilizes asset management software and tools to track asset location, condition, and performance.
- Provides data and insights on asset maintenance, replacement, and improvement requirements to contribute to operational decision-making.
- Maintain a high level of product knowledge to provide professional and courteous guidance to clients.
- Participate in working groups to share feedback on process and workflow improvements to advance the arrears management.
- Communicate internally with Sales, Service, and Finance as appropriate.
- Carry out any general task at the request of the management team that may be required by their function.
Requirements
- 3-5 years of prior experience in at least one of the following core areas: Insurance, Commercial Loan Industry, Collections or Customer Service.
- Clear written and verbal communication skills.
- Strong organizational and time management skills.
- Sufficient math skills with the ability to perform basic calculations quickly.
- Ability to adapt in a fast-paced environment.
- Ability to use initiative and good judgment in a decisive but fair manner to resolve delinquent situations.
- Results-oriented, diplomatic, and adept at building customer relations.
- Strong problem-solving skills.
- Ability to work closely with others in a team-oriented environment.
- Knowledge of financial services industry and lending products.
- Computer literacy in Microsoft Office Word, Excel and Outlook.
- Exceptional customer service and contact management skills.
- Positive attitude, highly motivated, ability to work independently in a team environment.
Benefits
- parking and commuter benefits programs to help make your commute a little easier.
- comprehensive paid training program that will make you feel prepared and excited about your role.
- wellness program, LiveWell, combined with our Employee Assistance Program (for when you need confidential support)
- gym membership subsidies.
- 401(k) with a company match
- company lunches, corporate outings, and even the occasional ice cream truck.
- insurance benefits include medical, prescription, dental, voluntary vision, voluntary life/dependent life, group term life, and AD&D.
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