Customer Retention & Recovery Specialist

Job Description

We are looking for a Retention Specialist to join our Collections Team. The role involves contacting merchants with past-due balances, securing payments, negotiating settlements, and following up on delinquent accounts. The ideal candidate is confident on the phone, comfortable handling a high volume of inbound and outbound calls, and is results driven. This role offers a base salary paired with a highly competitive uncapped commission structure. The compensation plan is designed to reward high performers, with substantial earning potential for candidates who are motivated, driven, and comfortable in a performance-based environment.

Responsibilities

• Make high-volume outbound calls on past-due balances
• Set up payment plans, negotiate settlements, and secure payments
• Follow up on broken promises and overdue accounts
• Manage a large portfolio of active accounts
• Exceed monthly performance goals

Experience and Educational Requirements

• Spanish speaking a plus
• Prior collections or sales experience
• Strong verbal communication and listening skills
• Experience negotiating payment plans or settlements
• Ability to navigate difficult conversations
• Comfortable making 50-100+ calls per day
• Competitive mindset and ability to handle pressure