Customer Retention Specialist

• Handle inbound and outbound inquiries from customers requesting to downgrade or disconnect Cogeco services
• Maximize retention and sales opportunities using negotiation and sales skills
• Resolve customer issues and provide timely, professional customer service
• Build customer loyalty and value-based relationships
• Call outbound customer lists to maximize retention and sales opportunities
• Offer customized solutions and options to retain and acquire customers
• Promote and upsell Cogeco products and services and process orders
• Research competitor information and offers and communicate Cogeco’s advantages
• Escalate major market changes or offers to the Supervisor
• Resolve billing inquiries and service discrepancies, following billing procedures and the credit matrix
• Troubleshoot and resolve escalated customer inquiries across systems
• Meet or exceed departmental quality and KPI targets
• Assist with departmental requests and special projects
• Support customer, co-worker, health, safety, and workplace needs

Retention Specialist

• Support education and enablement of the agency partner network
• Proactively educate and engage partners through Lunch & Learns, sales enablement sessions, educational workshops, and similar initiatives
• Initiate co-marketing efforts for selected partners, including joint case studies, white papers, webinars, blog posts, and social promotion
• Keep partners informed about new feature releases and relevant updates
• Coordinate cross-functionally with sales, product, and support teams to provide adequate partner support
• Maintain a revenue mindset around enabling and activating partners
• Own the retention motion for the agency partner program
• Manage day-to-day partner relationships and grow business from existing agency partners

Agency Retention Manager

• Provide expert advice on mortgage renewal and financing needs, products and solutions to retain and expand share of wallet
• Fulfill sales and service activities for customers by following approved procedures
• Identify and make referrals to other business groups
• Drive inbound and outbound customer-contact sales processes upon mortgage renewal through in-depth home financing options
• Integrate marketing promotions and programs into customer conversations where appropriate
• Manage transactional outcomes of customer contacts or refer them to appropriate groups
• Negotiate home financing pricing while balancing customer value and profitable transactions
• Probe to understand customer needs related to mortgage renewal, investment and financing options, and provide advice in the customer’s best interests
• Handle customer contacts in an informed, professional and efficient manner
• Collaborate with internal and external stakeholders to deliver business objectives
• Escalate complex or unresolved customer situations to managers
• Complete documentation to ensure customer requests are accurately processed
• Research and investigate lending applications following established processes
• Maintain customer and Bank information confidentiality
• Complete complex and diverse tasks within established rules and limits, including escalations from other employees
• Analyze issues and determine next steps
• Apply BMO’s Risk Management Framework and make risk-informed decisions aligned with business strategy and applicable policies, laws and regulations
• Perform broader work or accountabilities as assigned

Customer Retention Specialist jobs in Canada

Retention Specialist

Agency Retention Manager

Mortgage Retention Specialist – Inbound