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The Portfolio Group
Retention Account ManagerThe Portfolio Group • Toronto, ON, Canada
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Retention Account Manager

Retention Account Manager

The Portfolio Group • Toronto, ON, Canada
8 days ago
Job type
  • Full-time
Job description

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 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

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Retention Account Manager • Toronto, ON, Canada

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