Customer Retention Agent (Fintech)

TL;DR

Customer Retention Agent (Fintech): Maintaining a low level of customer churn by contacting customers at risk of canceling with an accent on negotiation and account management. Focus on resolving billing enquiries, handling complaints, and reactivating canceled accounts to ensure business growth.

Location: On-site in Norwich, Norfolk, UK

Salary: £26,436 with uncapped commission

Company

hirify.global is a market-leading fintech business providing cloud-based payments and point of sale (POS) software to help small businesses grow and thrive.

What you will do

• Proactively contact customers at risk of churn to maintain a low customer churn rate (goal of 1%).
• Manage the cancellation queue by contacting all canceled customers within 24 hours to seek account reactivation.
• Handle first-point escalation for customer complaints, billing, and subscription queries.
• Collaborate with the Customer Experience Team to resolve disputes and ensure compliance with terms and conditions.
• Reduce outstanding debt by contacting customers and identifying process gaps to prevent repeat offenses.
• Use Net Promoter Score (NPS) results to address detractor issues and optimize the customer experience via CRM.

Requirements

• Experience in account management and a proven track record in customer retention.
• Strong negotiation skills and comfort handling difficult conversations.
• Availability to work US hours: Monday to Friday, 1:00pm - 10:00pm UK time.
• Ability to work some weekends (1 in 6 weekends, either Saturday or Sunday).
• Tenacity and a desire to retain customer business and nurture meaningful relationships.

Culture & Benefits

• Personalized progression plans for every employee.
• Company pension and employee discounts.
• Casual dress code and regular company events.
• On-site parking and a referral program.

Hiring process

• Initial short telephone conversation with the Talent Team.
• Face-to-face interview with the Hiring Manager to discuss experience, skills, and suitability.