As a Retention Account Manager, you will serve as the primary point of contact for client inquiries, concerns, and retention-related matters. This loyalty-focused role places a strong emphasis on client retention, satisfaction, and long-term relationship management. Success in this position requires a strong understanding of client needs and the ability to deliver effective, timely solutions that enhance the overall client experience.

Work environment: You will be working in office, 5 days on site, Downtown Toronto off King and Union station Monday - Friday rotating shifts between 9-5:30pm and 12-8:30pm EST

Key Responsibilities

Deliver a consistently high-quality client experience with a strong focus on loyalty, engagement, and retention. Act as the main escalation point for client concerns, working proactively to achieve positive and lasting outcomes. Accurately log, acknowledge, and manage all client service issues (verbal and written) in accordance with established complaint-handling procedures. Conduct follow-up and aftercare calls to gather feedback and ensure client satisfaction. Investigate client service issues thoroughly by collaborating with clients and relevant internal teams. Resolve client issues promptly, maintaining a solution-driven approach focused on long-term retention. Manage all client interactions with professionalism, empathy, and courtesy. Assess client service cases and determine when escalation or handover to the Collections department is required, ensuring a smooth and seamless transition. Identify and escalate potential compliance concerns to the Compliance team for timely review and investigation.

Skills & Attributes

Exceptional interpersonal and communication skills, both verbal and written. Strong attention to detail with the ability to perform effectively in a fast-paced, dynamic environment. Self-motivated with the ability to work independently as well as collaboratively within a team. Proficient in Microsoft Office applications, including Excel reporting; experience with Salesforce is highly desirable. Positive, proactive, and resilient, with the ability to manage pressure and resolve challenges effectively.

Education & Experience

Minimum of two (2) year of experience in a client retention, loyalty, or client satisfaction role. Proven experience in client services, negotiations, and escalation management. Prior experience using Salesforce is considered an asset.

Working Hours

Monday to Friday; shifts vary based on business needs. Standard operating hours are between 8:30 a.m. and 8:30 p.m.

Perks and Benefits

Paid day off on your birthday 3 weeks vacation Enhanced health and dental benefits Registered Retirement Savings Plan (RRSP) matching program Prime downtown location near Union Station Increased vacation entitlement after 2 and 5 years of service