Retention Specialist

First American Payments Systems, L.P.; Fort Worth (TX); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Healthcare (Medical, Dental, Vision)

Paid Time Off

401(k) Employer Match

Employee Stock Purchase Plan

Job summary

Deluxe Corporation is seeking a customer service specialist to handle inbound calls from credit card merchants and sales reps, resolving account closure requests and related issues. You will explain contract information clearly and maintain professionalism with customers and internal teams.

The role requires patience, strong documentation skills, and the ability to manage high-volume inquiries in a fast-paced call center environment.

Qualifications

• HS/GED with 2 years related experience or an Associate's degree.
• Experience explaining contract or policy information or working in a collections environment is preferred.
• Bilingual English/Spanish is preferred.
• Capable of producing comprehensive documentation.
• Experience informing clients, superiors, peers, and direct reports based on their information needs.

Responsibilities

• Process inbound calls to the point of resolution from customers seeking to close account or related requests.
• Maintain patience and professionalism while explaining contract information to customers or sales offices.
• Provide assistance to internal and external customers with tact and courtesy.
• Process incoming correspondence regarding customer requests or account closures.
• Assist with overflow calls from other call center queues when staffing is low or volumes are high.

Skills

Microsoft Outlook

Microsoft Word

Microsoft Excel

Bilingual (English/Spanish)

Clear communication skills

Attention to detail

Documentation skills

Call center experience

Education

HS/GED and 2 years related experience

Associate degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Why Join Us Be part of an organization that’s driving change and consistently recognized as a top employer. At Deluxe, we know that great people build great companies—and we invest in you accordingly. We’re proud to be recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, and Veterans. We offer competitive benefits starting on day one, designed to support your life both in and out of work. 42% of our employees have stayed for 10+ years, citing our people, benefits, work-life balance, inclusive culture, and team support as key reasons why.

Responsible for effectively answering inbound calls from our credit card merchants and sales representatives, and resolving issues related to account closure requests.

• Process inbound calls to the point of resolution from customers seeking to close account, request contract information, and/or lodge complaints.
• Maintain a high level of patience and professionalism while explaining in-depth contract information to customers or sales offices/representatives.
• Provide assistance to both internal and external customers while exhibiting tact, courtesy, and maintaining a professional demeanor.
• Process incoming correspondence regarding customer requests or account closures.
• Assist with any overflow calls from other call center queue(s) because of low staffing or high volume of calls.

Basic Qualifications: Education and Experience: HS/GED and 2 years of related experience or Associates and 0 years

• Prior experience explaining in-depth contract or policy information or working in a collections environment is required.
• Functional knowledge of Microsoft Outlook, Word and Excel.
• Capable of producing comprehensive documentation.
• Competently analyzes and prioritizes information to make appropriate recommendations.
• Experience informing clients, superiors, peers, and direct reports based on their information needs.

Preferred Qualifications: Education and Experience: Associates and 0 years

• Bilingual (English/Spanish) is preferred.
• Ability to work in a fast-paced, high volume call center environment with minimal guidance or supervision.
• Maintains above average knowledge of First American’s various contract revisions, workflow, policies, procedures, and systems.
• Speaks clearly and effectively in a variety of settings.
• Excellent written communication skills.
• Pays attention to detail. Approaches work in a meticulous and thorough manner.
• Manages time effectively and prioritizes completing tasks to meet deadlines.
• Has excellent attendance and completes quality work on time.

Additional Basic Qualifications: Must be 18 years of age or older

Benefits In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked: Healthcare (Medical, Dental, Vision) Paid Time Off, Volunteer Time Off, and Holidays Employer-Matched Retirement Plan Employee Stock Purchase Plan Short-Term and Long-Term Disability Infertility Treatment, Adoption and Surrogacy Assistance Tuition Reimbursement These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.

Deluxe Corporation is an Equal Employment Opportunity employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law. Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail].