Retention Specialist

Job Description

Specialty Capital is seeking a motivated, relationship-driven Client Retention Specialist to manage and strengthen relationships with existing merchants.

This individual will focus on maximizing client retention, identifying renewal opportunities, and maintaining long-term relationships with merchants who have previously received funding through Specialty Capital. This individual will start in our credit analyst training program and then proceed into a sales role.

The ideal candidate is proactive, results-oriented, and comfortable communicating with business owners to understand their needs, address concerns, and identify opportunities for additional funding. This role plays an important part in driving repeat business, increasing renewal volume, and contributing to Specialty Capital's overall revenue growth.

Key Responsibilities

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• Client Relationship Management: Maintain consistent communication with existing merchants to build trust, strengthen relationships, and encourage long-term loyalty.
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• Renewal Opportunities: Identify merchants who may qualify for additional funding and proactively initiate conversations regarding renewal options.
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• Outbound Outreach: Conduct daily outbound calls, emails, and follow-ups to engage existing clients and generate renewal opportunities.
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• Retention & Reactivation: Re-engage inactive merchants, understand why clients may not be returning, and develop strategies to win back their business.
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• Funding Coordination: Work closely with underwriting, pricing, business development, and operations teams to facilitate a smooth renewal process from initial outreach through funding.
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• Client Needs Assessment: Understand each merchant's business performance, cash flow needs, and funding objectives to help identify appropriate solutions.
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• Pipeline Management: Maintain accurate records of client interactions, follow-up activities, renewal opportunities, and pipeline status within company systems.
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• Performance & KPI Management: Meet established targets for client engagement, renewal opportunities, conversion rates, and funded volume.
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• Issue Resolution: Address client questions and concerns professionally, coordinating internally to resolve issues that may affect client satisfaction or future business.
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• Revenue Growth: Maximize the lifetime value of existing merchant relationships by consistently identifying opportunities for repeat funding.
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