Retention Specialist

About This Role

This full-time Member Advisor (Retention Specialist) position is based in the Mount Prospect, IL, office and focuses on providing exceptional customer service to members. The role involves assisting with account inquiries, billing issues, enrollment support, and cancellation requests, with a primary emphasis on retaining members by highlighting the value of their membership. It combines inside sales experience with strategic problem-solving to meet members' unique needs.

Responsibilities

• Provide professional assistance to members on a variety of topics including account access, billing inquiries, enrollment support, personal information updates, and account cancellations, with a primary focus on retention
• Utilize expert-level product knowledge to engage and educate members on the value of IDIQ's services, helping them make informed decisions and encouraging continued membership
• Practice active listening and empathetic communication to fully understand member concerns and provide thoughtful, accurate solutions tailored to individual needs
• Apply effective de-escalation strategies to manage and resolve escalated or emotionally charged interactions, turning potential cancellations into positive experiences
• Identify opportunities to enhance member satisfaction by offering customized service packages and pricing options that support loyalty and long-term engagement
• Manage a high volume of incoming and outgoing calls while simultaneously navigating internal systems and documentation processes with efficiency and professionalism
• Demonstrate strong multitasking and time management skills to balance workload, meet performance targets, and maintain service level agreements
• Maintain accurate and detailed documentation of all member interactions in compliance with company procedures
• Handle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulations
• Follow all company policies

Important Details

• Schedule: 9:30am-6:00pm Monday-Friday
• Start date: November 2, 2026

About the Company

IDIQ is an award-winning company recognized as one of the fastest-growing industry leaders in identity theft protection and credit report monitoring. Its flagship brand is Identity IQ, offering real-time fraud alerts and credit report information. Popular IDIQ brands also include MyScoreIQ for financial health and protection, Credit & Debt for credit and debt education, and IDIQ Pre-Paid Legal Services. The company has been featured on the Inc. 5000 list for consecutive years.