Retention Specialist, PW
Remote · Colombia
Job Summary
Retention Specialist role overseeing the end-to-end cancellation/retention process for Porch Group customers. Responsibilities include reviewing cancellations, salvaging accounts, monitoring retention logs, providing timely responses to clients, using retention scripting to maximize retention, coordinating with the claims department to resolve issues affecting claims, tracking client interactions, and understanding Policy and Claims protocols. Requires 2+ years of call center experience, strong customer service, conflict resolution, and English-language communication; proficiency with Microsoft Office and a professional, engaging remote presence. Work is fully remote and based in Colombia; potential for ongoing customer retention efforts across a global SaaS/insurance platform.
Required Qualifications
- Minimum high school diploma
- 2+ years of call center experience
- Experience handling service cancellation calls (preferred)
- Excellent verbal and written communication skills (English language proficiency)
- Strong conflict resolution and problem-solving skills
- Proficient with Microsoft Office Suite and internet
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