The Client Relations & Retentions Specialist is responsible for managing client interactions related to cancellations, complaints, and retention efforts.
The main objective of this role is to proactively address client concerns, prevent cancellations when possible, and ensure a professional and consistent client experience.
This position will also support the Collections and operational workflows when retention and cancellation activity is low, helping maintain overall department efficiency.
Full training on internal systems, processes, and policies will be provided.
Key Responsibilities
Client Support & Complaint Resolution
- Handle inbound and assigned client requests related to cancellations, dissatisfaction, and service concerns.
- Investigate client issues, identify root causes, and provide clear and professional solutions.
- Communicate empathetically and professionally with clients in sensitive situations.
Proactive Client Communication
- Maintain timely and professional communication with clients.
- Clearly explain next steps, case status, and available options.
- Follow up with clients after resolution to confirm satisfaction and reduce future cancellation risk.
Cancellation Prevention & Retention
- Schedule and coordinate appointments with internal specialists when required.
- Follow approved retention scripts and guidelines.
Cross-Department Collaboration
- Work closely with Billing, Legal, Collections, and Operations teams to ensure proper case handling.
- Support Collections and general Client Services operations during low retention or cancellation volume.
Case Documentation & Reporting
- Accurately document all interactions, requests, and outcomes in the firm’s CRM and case management systems.
- Maintain assigned spreadsheets, dashboards, and internal tracking tools.
- Provide regular status updates to leadership.
Additional Responsibilities
- Provide operational support to the Collections and Client Services teams when needed.
- Assist with int