Work Environment

• In-office role, 5 days per week (Downtown Toronto - near King St. & Union Station)
• Monday to Friday, 12:00 PM - 8:30 PM EST
• Salary: $50,000 - $60,000

As a Client Solutions Account Manager (Retention), you will be the main point of contact for clients, handling inquiries, concerns, and retention-focused conversations. This role is centered around building strong relationships, maintaining client satisfaction, and driving long-term loyalty. You'll play a key role in understanding client needs and delivering timely, effective solutions that improve the overall client experience.

Key Responsibilities

• Provide a high-quality client experience with a strong focus on retention, engagement, and long-term satisfaction
• Serve as the primary escalation contact for client concerns, working proactively toward positive resolutions
• Log, track, and manage all client issues (both verbal and written) in line with internal processes
• Conduct follow-ups and aftercare calls to gather feedback and ensure ongoing satisfaction
• Investigate and resolve client concerns by collaborating with internal teams and stakeholders
• Address issues efficiently with a solution-oriented mindset focused on client retention
• Maintain professionalism, empathy, and strong communication in all client interactions
• Evaluate cases and determine when escalation or transfer to the Collections team is necessary, ensuring a seamless handoff
• Identify potential compliance risks and escalate to the Compliance team when required

Skills & Attributes

• Excellent communication skills, both written and verbal
• Strong attention to detail and ability to thrive in a fast-paced environment
• Self-starter who can work independently and collaboratively
• Proficiency in Microsoft Office (including Excel); Salesforce experience is a strong asset
• Positive attitude with resilience and strong problem-solving abilities

Education & Experience

• Minimum 2 years of experience in client retention, customer success, or a similar client-facing role
• Demonstrated experience in client support, conflict resolution, and handling escalations
• Familiarity with Salesforce is considered an asset

Working Hours

• Monday to Friday, with shifts scheduled based on business needs
• Core operating hours fall between 8:30 AM and 8:30 PM

Perks & Benefits

• Paid day off on your birthday
• 3 weeks of vacation
• Comprehensive health and dental coverage
• RRSP matching program
• Convenient downtown location near Union Station
• Additional vacation entitlement after 2 and 5 years of service

51461AB

INDCAN

Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization.