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
Monday - Friday 12-8:30pm EST
Key Responsibilities
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Deliver a consistently high-quality client experience with a strong focus on loyalty, engagement, and retention.
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Act as the main escalation point for client concerns, working proactively to achieve positive and lasting outcomes.
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Accurately log, acknowledge, and manage all client service issues (verbal and written) in accordance with established complaint-handling procedures.
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Conduct follow-up and aftercare calls to gather feedback and ensure client satisfaction.
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Investigate client service issues thoroughly by collaborating with clients and relevant internal teams.
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Resolve client issues promptly, maintaining a solution-driven approach focused on long-term retention.
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Manage all client interactions with professionalism, empathy, and courtesy.
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Assess client service cases and determine when escalation or handover to the Collections department is required, ensuring a smooth and seamless transition.
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Identify and escalate potential compliance concerns to the Compliance team for timely review and investigation.
Skills & Attributes
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Exceptional interpersonal and communication skills, both verbal and written.
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Strong attention to detail with the ability to perform effectively in a fast-paced, dynamic environment.
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Self-motivated with the ability to work independently as well as collaboratively within a team.
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Proficient in Microsoft Office applications, including Excel reporting; experience with Salesforce is highly desirable.
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Positive, proactive, and resilient, with the ability to manage pressure and resolve challenges effectively.
Education & Experience
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Minimum of two (2) year of experience in a client retention, loyalty, or client satisfaction role.
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Proven experience in client services, negotiations, and escalation management.
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Prior experience using Salesforce is considered an asset.
Working Hours
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Monday to Friday; shifts vary based on business needs.
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Standard operating hours are between 8:30 a.m. and 8:30 p.m.
Perks and Benefits
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Paid day off on your birthday
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3 weeks vacation
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Enhanced health and dental benefits
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Registered Retirement Savings Plan (RRSP) matching program
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Prime downtown location near Union Station
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Increased vacation entitlement after 2 and 5 years of service
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Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization.
