Director of Retention Position Available In Orange, Florida

Director of Retention AutoPayPlus by U.S. Equity Advantage Orlando, FL Job Details $55,000 – $75,000 a year 1 day ago Benefits Paid training Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Bilingual CRM software Spanish Customer service Call center Salesforce English Mid-level Financial services Communication skills Time management Full Job Description About AutoPayPlus At AutoPayPlus, we are a fast-growing fintech company dedicated to helping our members build financial stability through smart payment solutions. Our team is driven by innovation, integrity, and a commitment to delivering five-star service. Join us as we empower individuals to reach their financial goals faster. Position Summary The Retention Specialist plays a key role in preserving long-term customer relationships by identifying at-risk members and providing proactive support and solutions to reduce cancellations. This position requires strong communication skills, empathy, and a problem-solving mindset to ensure member satisfaction and loyalty. Key Responsibilities Contact members identified as at-risk to understand and resolve service or billing concerns. Present personalized solutions, alternative programs, or incentives to retain members. Maintain accurate and detailed notes of all member interactions within the CRM system. Collaborate with internal departments (Compliance, Billing, Customer Support) to address escalated issues. Meet or exceed daily, weekly, and monthly retention performance goals. Participate in ongoing training to stay current with program features, compliance updates, and fintech industry practices. Contribute to a positive and professional team environment. Requirements 1-3 years of customer service, call center, or retention experience (financial services or fintech preferred) Excellent verbal and written communication skills Strong emotional intelligence and active listening ability Ability to de-escalate and resolve conflicts with professionalism Detail-oriented and organized with strong time management Experience using CRM systems (e.g., Salesforce) is a plus Bilingual (English/Spanish) is a plus Compensation & Benefits Competitive pay Paid training and professional development Full benefits package (health, dental, vision, 401(k), PTO) Covered downtown parking