About the job

Job Title: Customer Service Rep/retention SpecialistLocation: Mississauga Ontario (Onsite)Duration: 12+ Months

• About the RoleAs a Retention Specialist, you will support client loyalty and retention efforts by helping resolve account concerns, addressing service-related issues, and identifying opportunities to preserve and strengthen client relationships. You will work cross-functionally to improve retention outcomes, protect revenue, and contribute to a consistent and positive client experience.ResponsibilitiesManage retention-related client interactions, including account concerns, billing inquiries, service issues, and cancellation requests.
• Investigate client issues, document findings, and coordinate resolution activities with internal stakeholders.
• Review account activity, service history, and retention indicators to support renewal and account retention efforts.
• Process account updates, service modifications, and case records within applicable systems.
• Escalate high-risk retention matters, service failures, or unresolved account issues to the appropriate teams.
• Support continuous process improvement initiatives by identifying recurring client concerns and workflow gaps.
• Perform additional responsibilities as assigned. Duties and responsibilities are not intended to be all-inclusive and may be modified as necessary.
• Minimum Qualifications2+ years of experience in account retention, customer retention, or client save programs.
• 2+ years of experience analyzing account history, usage trends, or cancellation indicators to support retention decisions.
• 2+ years of experience using Microsoft Excel, Outlook, and Word for reporting, communication, and case tracking.
• 2+ years of experience through an equivalent combination of educational background, related professional experience, and/or military experience.
• Preferred QualificationsExperience supporting retention activities within payments, financial services, or SaaS environments.
• Familiarity with dispute management, service recovery, or contract renewal processes.
• Experience using dialer platforms or workforce management tools within a service-focused environment.
• Ability to manage escalated client interactions while maintaining policy compliance and documentation standards.
• Experience partnering with sales, service, and operations teams to support account recovery efforts.
• Work EnvironmentThis is an on-site role requiring attendance Monday through Friday.
• In-person collaboration is considered an essential part of the role and contributes to onboarding, team engagement, and overall productivity.
• This position requires the regular use of a computer and audio equipment.

A qualified Banking and financial services professional with over four years of experience managing High Net Worth (HNW) and Non-Resident Indian (NRI) client portfolios across private banking, wealth advisory, and insurance business development. Skilled in asset allocation, investment planning, and portfolio strategy, with a consistent record of exceeding sales targets and strengthening client retention through relationship-led advisory. Well versed in KYC/AML compliance, cross-border transactions, and regulatory risk controls within retail and NRI banking environments. Brings additional grounding in financial operations, payroll compliance, and process improvement from a finance and accounts role, alongside an MBA in Marketing that supports client-focused business development.