Retention Specialist, PW

What You Will Do As A Retention 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 Bring As A Retention 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 Get Supporting Porch Group 

Monthly Salary: COP 2,667,000.00

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

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