Customer Retention, Accounts Officer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Retention & Accounts Officer managing membership cancellations and overdue accounts. Focused on customer experience and retention strategies within Assure's subscription service.
Responsibilities:
- Manage membership cancellation requests and apply approved retention strategies.
- Understand customer concerns and present appropriate solutions to retain memberships.
- Educate members on the value of their membership and available options.
- Accurately document all customer interactions within the CRM.
- Contact members with overdue payments via phone, email and SMS.
- Assist customers in updating expired cards and payment methods.
- Process payment arrangements in accordance with company policies.
- Monitor ageing accounts and ensure timely follow-up.
- Respond to Stripe payment disputes and chargebacks with clear, evidence-based submissions.
- Investigate disputed transactions and gather supporting documentation.
- Assist customers with payment failures, billing enquiries and subscription management.
- Monitor payment trends and escalate recurring issues where required.
- Update customer account details, contact information and payment methods.
- Assist members with login, subscription and account-related enquiries.
- Resolve billing questions professionally and efficiently.
- Ensure customer records remain accurate and compliant.
- Maintain accurate notes and records in Salesforce and other internal systems.
- Follow company procedures for cancellations, refunds and account changes.
- Work closely with the operations and customer service teams to resolve complex matters.
- Meet daily productivity and service quality KPIs.
Requirements:
- Previous experience in customer service, account management or retention.
- Experience responding to Stripe disputes or payment chargebacks.
- Experience managing overdue accounts and payment collections.
- Strong verbal and written English communication skills.
- Excellent negotiation and objection-handling skills.
- High attention to detail and strong organisational abilities.
- Comfortable working with CRM systems such as Salesforce.
- Ability to multitask in a fast-paced environment.
- Professional, empathetic and solution-focused approach.
- Subscription or membership-based business experience.
- Experience with Stripe Billing and subscription management.
- Experience in customer retention or collections.
- Experience using Salesforce or similar CRM platforms.
Similar Jobs
Wholesale Production Retention Specialist
Retention Specialist at Longbridge helping seniors unlock their home equity and ensuring successful loan processing. Collaborating within teams for structuring challenges and maintaining compliance in the loan process.
Retention Manager
Retention Manager managing subscriber retention programs and reducing churn at RYZE. Executing targeted interventions and collaborating cross-functionally to improve the subscriber lifecycle.
Customer Retention Associate – Voice
Customer Retention Associate managing inbound inquiries and outbound calls for retention solutions. Focused on upselling products and enhancing customer loyalty within a remote environment.
Retention Manager
Client Retention Manager managing relationships with existing trading clients at a global fintech group. Build trust, deliver excellent service, and support long-term client growth.
Quality Retention Specialist
Quality Retention Specialist at Alignment Health supporting members' health care needs and disenrollment requests. Collaborating with various departments to enhance member experience in a customer-focused role.
Clinical Retention Specialist – Central
Clinical Retention Specialist for the Central region enhancing diabetes care through Omnipod products. Focusing on education, patient engagement, and customer retention in a clinical setting.
Senior Clinical Retention Specialist – North (MA, NY, PA, NJ, ME, CT, RI, NH, VT)
Sr. Clinical Retention Specialist focused on diabetes management, providing advanced clinical education and support for Omnipod users. Collaborating with healthcare providers and managing regional retention efforts.
Senior Clinical Retention Specialist, South Central
Senior Clinical Retention Specialist focusing on long-term product adoption for diabetes management. Engaging with patients and healthcare providers to promote Omnipod products in the South Central region.
Clinical Retention Specialist – South Central
Clinical Retention Specialist enhancing Omnipod usage for diabetes patients. Engaging healthcare providers and fostering long-term therapy adoption across multiple US states.
Clinical Retention Specialist – South Region
Clinical Retention Specialist enhancing long-term adoption of Omnipod products for diabetes care. Engaging customers and healthcare providers through targeted education and support.
Senior Clinical Retention Specialist, Central Region
Sr. Clinical Retention Specialist focused on diabetes therapy support and retention strategies. Collaborating with cross-functional teams while delivering personalized clinical education and managing complex scenarios.
Clinical Retention Specialist
Clinical Retention Specialist working in the South Central region to enhance diabetes management through education and retention strategies. Collaborating with healthcare providers to support and retain patients using Omnipod therapy.
Senior Clinical Retention Specialist – Mid-Atlantic
As a Sr. Clinical Retention Specialist, you'll enhance diabetes product adoption for patients. Requires expertise and autonomous engagement to manage clinical scenarios and support healthcare providers.
Clinical Retention Specialist – Mid-Atlantic
Clinical Retention Specialist at Insulet enhancing long-term adoption of Omnipod products for diabetes management. Collaborating with healthcare providers to improve patient outcomes for diabetes care.
Customer Retention Specialist
Customer Retention Specialist educating and supporting pet owners for Trupanion's pet medical insurance. Managing customer inquiries and ensuring retention through empathy and exceptional service.
Retention Specialist
Customer Retention Specialist at ELVTR handling client retention and billing inquiries. Providing administrative support and ensuring smooth operations with customer records and cross-functional teams.
Retention Specialist
Retention Specialist managing client relationships, handling billing inquiries, and providing administrative support at ELVTR, an online education platform specializing in live courses.
Patient Retention Specialist
Patient Retention Specialist enhancing patient retention and conversion strategies for Carda Health. Collaborating with clinical teams to support cardiac rehab patients through remote engagement.
Customer Retention Representative
Customer Retention Representative at Veta Virtual engaging inactive customers for a fintech client. Utilizing consultative selling techniques to drive customer re-engagement and retention.
Member Support – Retention Specialist
Join JumpstartMD as a Member Support Specialist to enhance member experiences and provide exceptional support. Engage with members for retention, billing inquiries, and inventory management.