Retention Account Manager

As a Retention Account Manager, you will serve as the primary point of contact for client inquiries, concerns, and retention-related matters. This loyalty-focused role places a strong emphasis on client retention, satisfaction, and long-term relationship management. Success in this position requires a strong understanding of client needs and the ability to deliver effective, timely solutions that enhance the overall client experience.

Work environment:
You will be working in office, 5 days on site, Downtown Toronto off King and Union station

• Deliver a consistently high-quality client experience with a strong focus on loyalty, engagement, and retention.
• Act as the main escalation point for client concerns, working proactively to achieve positive and lasting outcomes.
• Accurately log, acknowledge, and manage all client service issues (verbal and written) in accordance with established complaint-handling procedures.
• Conduct follow-up and aftercare calls to gather feedback and ensure client satisfaction.
• Investigate client service issues thoroughly by collaborating with clients and relevant internal teams.
• Resolve client issues promptly, maintaining a solution-driven approach focused on long-term retention.
• Manage all client interactions with professionalism, empathy, and courtesy.
• Assess client service cases and determine when escalation or handover to the Collections department is required, ensuring a smooth and seamless transition.
• Identify and elevate potential compliance concerns to the Compliance team for timely review and investigation.

• Exceptional interpersonal and communication skills, both verbal and written.
• Strong attention to detail with the ability to perform effectively in a fast-paced, dynamic environment.
• Self-motivated with the ability to work independently as well as collaboratively within a team.
• Proficient in Microsoft Office applications, including Excel reporting; experience with Salesforce is highly desirable.
• Positive, proactive, and resilient, with the ability to manage pressure and resolve challenges effectively.

• Minimum of two (2) year of experience in a client retention, loyalty, or client satisfaction role.
• Proven experience in client services, negotiations, and escalation management.
• Prior experience using Salesforce is considered an asset.

Monday to Friday; shifts vary based on business needs. Standard operating hours are between 8:30 a.m. and 8:30 p.m.

• Paid day off on your birthday
• Enhanced health and dental benefits
• Registered Retirement Savings Plan (RRSP) matching program
• Prime downtown location near Union Station
• Increased vacation entitlement after 2 and 5 years of service