Customer Retention Specialist

Internal Opportunity!

If you are looking to join one of Canada’s fastest-growing companies, goeasy Ltd. is the place for you! Recognized as Canada’s Most Admired Corporate Cultures, GTA's Top 100 Employers, one of Canada’s Top 50 Fintech’s and North America’s Most Engaged Workplaces, we want the best and brightest to join our team.

We are a publicly-traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. Accredited by the Better Business Bureau, easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $45,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our vision to provide everyday Canadians the path for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 2000 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.

The Customer Retention Specialist (CRS) is responsible for managing customer relationships as it relates to the retention of goeasy’s loan and value add products. Though inbound and outbound calls, the CRS is responsible for assessing the needs of the customer, uncovering the underlying cause for cancellation or payout requests and working with the customer to determine the appropriate solutions. Additionally, the CRS will be responsible for gathering information through conversations with customers to assist in the improvement of sales practices and the customer experience.

So, what will you do as a Customer Retention Specialist? 

• Manage inbound contacts with existing customers via telephone and/or email who are looking to cancel a loan or value add product while demonstrating compassion and understanding.
• Create superior customer experiences by listening, engaging, responding, and understanding the needs of current customers.
• Provide excellent product knowledge and influencing skills to retain customer products or services.
• Implement adaptive selling techniques by adjusting your sales approach based on the communication style and needs of the customer.
• Complete outbound calls to customers who have previously canceled a loan or value add product to gather feedback on their experience, understanding as to why they made the decision to cancel, and work to reinstate the customers belief in the product.
• Take part in training and other learning opportunities to expand knowledge of company and position.
• Adhere to all company policies and procedures, while ensuring the experience the customer receives is top-notch.
• Provide insight and document information gathered through conversations with customers that will be shared with the operations and training departments to improve processes, customer satisfaction and reduce future loan or product cancelations in the future.
• Responsible for achieving and maintaining the outlined retention targets.