JOB SCOPE:
The Retention and Recovery operations is designed to implement customer retention strategies to increase loyalty and retain business, as well as recover any funds due to the company after a protection plan has been cancelled. This role is expected to have a 50% collection rate and handle between 50-60 calls a day.

JOB SUMMARY:
Responsible for customer retention and recovering funds when applicable. Retention and Recovery efforts will be a combination of both Outbound and Inbound calling and includes interaction with customers choosing to cancel their product protection plan(s), which will require engagement to attempt to "save" the customer. This role will also coordinate collection efforts of monies owed to the company due to a cancelled protection plans.

REPORTS TO:
Team Manager, Sales & Service