Retention Specialist, PW

What You Will DoAsARetention Specialist

• Manage the entire retention/cancellation process.

• Review all assigned cancellations and make attempts to salvage the client account.

• Monitor retentions logs and notify supervisor of impending backlog or delay concerns. 

• Provide responses in a timely and efficient manner to clients.

• Utilize retention scripting to ensure customer retention when possible.

• Work in coordination with the claims department to resolve all cancellation issues that may impede claims.

• Responsible for the review and tracking of all clients and measures taken to retain a client when necessary.

• Acquire a clear and concise understanding of Policy and Claims protocols. 

What You Will BringAsARetention Specialist

• Minimum high school diploma.

• 2+ years of call center experience is required.

• Previous experience as a Retention Specialist, including experience handling service cancellation calls, is preferred.

• Excellent verbal and written communication skills (English language proficiency).

• Strong conflict resolution and problem-solving skills.

• Demonstrates excellent customer service skills, empathy, and the ability to professionally address customer concerns and objections while supporting retention objectives.

• Proficient computer skills using Microsoft Office Suite and the internet.

• Maintains a positive and professional demeanor, demonstrating confidence and an engaging, energetic presence during customer interactions.

• Demonstrates sound judgment and effective decision-making skills.

• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

What You Will GetSupporting Porch Group

Monthly Salary:COP 2,667,000.00

Monthly incentive bonus:COP 333,000.00target, variable based on individual performance

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