Renewal Retention Specialist, Dover DE or Tumwater WA

Summary

The Renewal Retention Specialist is responsible for managing past-due accounts with a client-focused, solutions-driven approach. This role goes beyond traditional collections by engaging clients in meaningful discussions to understand financial challenges, provide tailored payment solutions, and maintain positive business relationships. The specialist will work closely with internal teams to ensure a seamless resolution process that prioritizes both company recovery objectives and client satisfaction.

Responsibilities

• Proactively contact clients with outstanding balances to discuss payment options and resolve issues.
• Utilize a consultative approach to understand clients’ financial situations and offer tailored payment solutions.
• Maintain a balance between client retention and revenue recovery by negotiating effective payment arrangements.
• Identify and address potential disputes, billing errors, or service concerns that may hinder payment.
• Collaborate with internal teams, including sales, customer service, and finance, to align on client needs and solutions.
• Document all client interactions and agreements accurately in the collections system.
• Monitor accounts for adherence to agreed payment plans and follow up as needed.
• Educate clients on payment policies, billing processes, and available support resources.
• Provide feedback and recommendations to enhance the collections process and customer experience.

Requirements

• Strong communication and negotiation skills with a customer-centric mindset.
• Ability to handle sensitive financial discussions with empathy and professionalism.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem-solving skills and attention to detail.
• Knowledge of industry regulations and compliance standards related to collections is a plus.

Additional Information

Job Type: Full-time; non-exempt Hours: 9:00 a.m. – 5:00 p.m. Salary Range: $40k – $42k