Member Retention Specialist

Description

Location:

100A Eastern Main Road, Champ Fleur, St. Joseph Trinidad

Schedule:

Full‑time, Monday to Friday, 9:00 AM to 5:00 PM

Salary: $8,235 TTD per month + 3,400 TTB monthly bonus

Are you passionate about providing exceptional customer service while making a difference in people's lives? MASA Assist is looking for a Member Retention Specialist to join our dedicated team in Trinidad. As a key player in our mission to protect families with compassion, you'll have the opportunity to build relationships with members across the Caribbean region and drive higher levels of retention.

Reporting to our Member Retention Supervisor, your duties will fall into three areas:

• Meet monthly collection goals and maintain regular contact with members.
• Utilize phone, email, and text to follow up on declined payments and arrange alternative payment solutions.

• Listen empathetically to members' concerns and provide information on the benefits of MASA membership.
• Use persuasion and negotiation to retain memberships and guide members through cancellation processes.

• Update member payment information accurately and maintain detailed communication records.

• 3+ years of Customer Service experience, with a preference for Customer Retention expertise and CRM usage.
• Excellent verbal and written communication skills.
• Strong conflict resolution abilities and ability to remain calm under pressure.
• Proficiency in Microsoft Outlook, Word, Excel, and Teams.
• Detail‑oriented and deadline‑driven with exceptional organizational skills.

• A comfortable and professional office work environment.
• A supportive company culture with a clear mission to protect families with compassion.
• An opportunity to make a lasting impact on people’s lives and financial well‑being.

For over 25 years, MASA Assist has been a trusted provider of affordable emergency air coverage across the Caribbean. Our services have helped thousands of individuals access life‑saving care efficiently and safely. Join our team and be a part of our commitment to making difficult times easier for families and loved ones. Learn more at

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