Retention Specialist Job Description
Retention specialist
provides basic technical engineering support for products and their applications by telephone, web, or on-site assistance within general guidelines.
Retention Specialist Duties & Responsibilities
To write an effective retention specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included retention specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Participates in interdepartmental discussions and planning to evaluate procedures and processes and achieve company goals
Assist in the development and implementation of magazine subscription renewals & billing campaigns including direct mail retention & billing campaign
Work with and instruct external vendors in implementation of marketing activities and campaigns
Provide group or individual job retention, maintenance support and counseling
Assist clients with issues pertaining to work related benefits and transitional benefits
Research and verify 30-day to 90-day and 180 day retention via fax, site visits, mail
Maintain on-going contact with participants in an effort to identify any personal and social problems that may arise during employment and make appropriate referrals for the resolution
Coordinate with job developers to develop and maintain job retention information with employers on working participants
Offer crisis management and referral to support services or educational programs
Work with cross-functional teams to ensure successful and timely campaign launches
Retention Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Retention Specialist
List any licenses or certifications required by the position: PHR, RIM, ACRP, CCRP, AED, CPR, BLS, CRM
Education for Retention Specialist
Typically a job would require a certain level of education.
Employers hiring for the retention specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Marketing, General Education, Business, Counseling, Psychology, Social Work, Graduate, Science, Business/Administration
Skills for Retention Specialist
Desired skills for retention specialist include:
Basic accounting principles
Basic construction
Maintenance practices
Automobile and homeowners coverage
Guidelines
ICOMS desired
States and carrier products within the AAA Mid-Atlantic region to effectively counsel insurance customers
Healthcare delivery
Procedures
Products
Desired experience for retention specialist includes:
Strong analytic capabilities using a variety of data sources (background in Tableau, SAS, Excel, etc is helpful/opportunity to learn these tools exist)
Ability to be strategic and think outside of the box
Building executive presentations
SAS Enterprise Guide (preferred but not required)
Inbound Sales
Six months experience in providing customer service and Sales experience either via phone or in person
Retention Specialist Examples
1
Retention Specialist Job Description
Job Description Example
Our growing company is looking to fill the role of retention specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for retention specialist
- Process invoices for renewal projects, maintain invoice records, and assist with ledger reconciliations
- Promptly respond and resolve inquiries from customers, mainly through an inbound phone queue and email
- Support the movement to the culture of Customer Centricity
- Proactively contacts customers with overdue AR to retain the RIF at risk
- Accurately interprets contract coverage and how it impacts invoicing
- Captures customer reasons for non-payment
- Consistently ensures all action statuses are updated and thoroughly documented
- Work across the organization on behalf of the customer to identify process breakdowns and resolve issues
- Captures customer promise to pay and meets retention KPI goals
- Represents Company value proposition with at risk customers and escalates as appropriate
Qualifications for retention specialist
- Money motivated
- At least 2 years of professional experience from a web-/dialogue-/media agency or in-house digital marketing department
- A Bachelor of Science
- 5 year’s experience in a managed care, customer service, marketing, business
- Basic knowledge of the health care industry, military health care, Medicare, managed care and health care concepts and terminology to interpret health care policies
- Ability to draft business correspondence
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Retention Specialist Job Description
Job Description Example
Our innovative and growing company is looking for a retention specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for retention specialist
- Acts as local resource and member advocate for members, supplementing the service work performed by the Customer Contact Center team
- Responds to escalated member issues and attempts resolution to enhance member experience and minimize controllable disenrollments
- Interfaces with the Customer Contact Center to address member issues by the specific member situation
- Assists members with special circumstances and works with Care Management to coordinate service needs for covered benefits
- Provides management with statistical data and market information regarding member issues and reports
- Hosts member informational meetings during Annual Enrollment Period/Open Enrollment Period (AEP/OEP)
- Supports Sales during AEP/OEP, by interfacing with Field Sales Representatives, Seasonal Captive Agents and Sales Management team members
- Provides education to existing and new members in person, over the telephone and through member meetings and other community outreach activities
- Maintains and applies a high level of working knowledge regarding Centers for Medicare & Medicaid Services (CMS) regulations, particularly those related to Marketing and customer service
- Assists with plan change applications and ensures all necessary paperwork is completed and records are maintained
Qualifications for retention specialist
- Preferred 1+ year of experience in data, financial and reporting collection and analysis
- Preferred Other managed care or government program experience
- Preferred Licensed 2-40 Health Insurance
- Required Beginner Microsoft Access
- Required Intermediate Other Familiarity with reporting tools (Crystal, Discovery)
- Preferred Intermediate Other Experience with HSD Diamond managed care system
3
Retention Specialist Job Description
Job Description Example
Our innovative and growing company is looking for a retention specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for retention specialist
- Prepares reports from contact data regarding member retention activities and results in order to identify positive and adverse trends
- Work with data volumes efficiently using SAS and Teradata to understand customer behaviour and quantify ROI of different campaigns
- Identify key event drivers and behaviors to target high risk customers for proactive measures
- Creation and streamlining of new reporting metrics
- End-to-end ownership of projects from data analysis to strategy and offer design and campaign implementation
- Collaboration & Execution
- Engage with stakeholders across Marketing, Operations & BI to deliver loyalty campaigns to market
- Work cross-functionally to develop Champion-Challenger testing, reporting, and post-mortem analyses
- Ownership of the overall retention pricing strategy
- Analyze and understand the composition of the customer base and develop effective offer strategies
Qualifications for retention specialist
- Required Microsoft Access
- Required Microsoft Outlook
- Required Microsoft PowerPoint
- Required I Microsoft Excel
- Required Other Familiarity with reporting tools (Crystal, Discovery)
- Preferred Other Experience with HSD Diamond managed care system
4
Retention Specialist Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of retention specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for retention specialist
- Maintain a high level of knowledge of our portfolio of products and services in order to understand customers’ needs
- Create and execute champion challengers within NBA to maximize offer dollars and reduce churn
- Use data to drive decision making
- Receive inbound calls through a queue to assist customers with inquiries regarding their package, outstanding conditions, status on their review, trial plan, post modification or general loan servicing questions
- Conduct outbound call campaigns to secure commitments for outstanding packages, missing conditions, payments, and respond to customer inquiries
- Handle specialized campaigns to support Loss Mitigation initiatives and investor, state or company specific focuses
- Manage medium range Loss Mitigation process improvement or new projects
- Support Home Retention Staff with their questions in the absence of the management team
- Manage email and fax communications from customers and authorized third parties to ensure items are acknowledged and addressed in a timely manner
- Update customer financial information to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received
Qualifications for retention specialist
- Proficiency with MSOffice applications and experience with Customer Relationship Management (CRM) and/or Accounts Receivable software
- Strong communication, follow up and time management skills
- Superior accuracy and ability to recognize erroneous data
- Must be able to work independently in a fast paced environment with minimal supervision
- Preferred Other Demonstrated experience successfully coordinating teams and multi-tasking projects in a matrix environment
- Intermediate Other Must be able to work successfully team-based environment
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Retention Specialist Job Description
Job Description Example
Our innovative and growing company is looking for a retention specialist. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for retention specialist
- Coordinating programs that inform and engage prospective students, parents, counselors, teachers and other community members in a variety of settings, both on- and off-campus
- Working collaboratively with the Retention team and Student Services staff to ensure student success
- Participating in the implementation of existing engagement related programs, such as Edventure and iTeachAZ Orientation
- Participating in new student orientation, convocation and other Teachers College recruitment and advising events and programs as assigned
- Identify high potential segments of customers and take responsibility for their growth
- Build email, in-app message & push campaigns via Marketing Automation Tools
- Work with other departments such as Acquisition, BI, Customer Service, Dev and Product
- Use analysis of funnels and purchase patterns to find opportunities for growth
- Leverage brand messaging, category-driven content, pre-churn tactics, promotions to execute your strategies across the channels of your choice
- Provide ongoing insights to Product teams and the rest of the organization to build more powerful on-site funnels and programs (with Customer Service for example)
Qualifications for retention specialist
- Valid Arizona Accident/Health Producer and Life Producer insurance license issued by the Arizona Department of Insurance ( AZ DOI) is required within 45 days of hire
- Minimum three years in sales and/or marketing, preferably in health care environment
- Outstanding communication abilities with strong verbal, written and presentation skills
- Excellent interpersonal skills and ability to build and maintain strong working relationships both internally and externally
- Good sales and persuasion skills
- Ability to manage multiple priorities and details simultaneously while meeting required deadlines