About This Role
This role focuses on monitoring account activity, tracking cancellation requests, coordinating with internal teams, and ensuring account updates and documentation are completed accurately and within established timelines. The Retention Specialist supports cancellation and retention processes, and the role suits a detail-oriented and organized individual with BPO experience and the ability to work with dashboards and account management systems.
Responsibilities
- Monitor cancellation dashboards and ensure requests are assigned and processed within required timelines
- Coordinate with Retention and Sales representatives to ensure accounts are handled according to established procedures
- Review account activity, notes, codes, and documentation for accuracy and completeness
- Ensure required account codes, markers, and notes are updated correctly
- Follow up with internal teams regarding pending, incomplete, or delayed actions
- Monitor account activity and identify process gaps, delays, and items requiring further action
- Maintain accurate account records and ensure all required updates are properly documented
- Monitor compliance with retention procedures and established timelines
- Stay updated on process changes, systems, and procedures through regular training
- Perform other related duties as assigned
Requirements
- High school diploma or equivalent combination of education and related work experience
- At least 2 years of experience in the Business Process Outsourcing (BPO) industry
- Experience working with dashboards, account management systems, or similar tracking tools
- Proficiency in using computer applications, databases, dashboards, and account management systems
- Stable employment history
- Strong attention to detail and commitment to data accuracy
- Good organizational and time management skills
- Ability to monitor multiple requests and meet established deadlines
- Effective communication and coordination skills
- Ability to follow standard operating procedures and identify items requiring follow-up
Nice to have:
- Background in retention, sales support, account management, quality assurance, or back-office operations
About the Company
Connext Global is looking for a Retention Specialist.
