Retention Specialist

Job description

Calling all innovators – find your future at Fiserv. We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Client Support Tier 2 - Sr Associate III About your role: At Fiserv, we help clients deliver secure, reliable financial services and commerce experiences that support the way people move and manage money. As a Retention Specialist, you will support client loyalty and retention efforts by helping resolve account concerns, addressing service-related issues, and identifying opportunities to preserve and strengthen client relationships. You will work with cross-functional teams to improve retention outcomes, support revenue protection, and contribute to a consistent client experience. What you’ll do: Manage retention-related client interactions to address account concerns, billing questions, service issues, and cancellation requests. Investigate client issues, document findings, and coordinate resolution activities with internal teams. Review account activity, service history, and retention indicators to support renewal and save efforts. Process account updates, service changes, and case records in applicable systems. Escalate high-risk retention matters, service failures, or unresolved account issues to the appropriate teams. Support process improvement efforts by identifying recurring client concerns and workflow gaps. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary. Experience you’ll need to have: 2+ years of experience in account retention, customer retention, or client save programs. 2+ years of experience in analyzing account history, usage trends, or cancellation indicators to support retention decisions. 2+ years of experience in Microsoft Excel, Outlook, and Word for reporting, communication, and case tracking. 2+ years of equivalent combination of educational background, related experience, and/or military experience. Experience that would be great to have: 2+ years of experience supporting clients in both English and French. Bilingual proficiency, highly sought after. Experience supporting retention activity in payments, financial services, or SaaS environments. Familiarity with dispute handling, service recovery, or contract renewal processes. Experience using dialer platforms or workforce management tools in a service environment. Ability to manage escalated client conversations while maintaining policy and documentation standards. Experience partnering with sales, service, and operations teams on account recovery efforts. How you’ll work: This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity. This role requires the use of a computer and audio equipment. Travel: Approximately 0% travel off-site or to other office locations is expected. Sponsorship: Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role. Benefits at Fiserv: Fuel Your Life wellness program with activities and rewards to support total well-being Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members Recognition through Living Proof, with points redeemable for merchandise and gift cards Eight Employee Resource Groups to build connection and inclusion RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP) Comprehensive extended health care and vision benefits, plus dental coverage Company-paid Basic Life and AD&D, with optional life and AD&D coverage available Company-paid Short-Term Disability and Long-Term Disability income protection Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits Note : Benefits may vary based on province, role, and eligibility, and are governed by the applicable plan documents. Salary Range: $48,000.00-$60,000.00 Thank you for considering employment with Fiserv. Please: Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). Our commitment to Diversity and Inclusion: Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. Note to agencies: Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions. Warning about fake job posts: Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.