Work Environment
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In-office role, 5 days per week (Downtown Toronto - near King St. & Union Station)
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Monday to Friday, 12:00 PM - 8:30 PM EST
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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
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Provide a high-quality client experience with a strong focus on retention, engagement, and long-term satisfaction
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Serve as the primary escalation contact for client concerns, working proactively toward positive resolutions
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Log, track, and manage all client issues (both verbal and written) in line with internal processes
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Conduct follow-ups and aftercare calls to gather feedback and ensure ongoing satisfaction
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Investigate and resolve client concerns by collaborating with internal teams and stakeholders
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Address issues efficiently with a solution-oriented mindset focused on client retention
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Maintain professionalism, empathy, and strong communication in all client interactions
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Evaluate cases and determine when escalation or transfer to the Collections team is necessary, ensuring a seamless handoff
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Identify potential compliance risks and escalate to the Compliance team when required
Skills & Attributes
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Excellent communication skills, both written and verbal
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Strong attention to detail and ability to thrive in a fast-paced environment
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Self-starter who can work independently and collaboratively
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Proficiency in Microsoft Office (including Excel); Salesforce experience is a strong asset
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Positive attitude with resilience and strong problem-solving abilities
Education & Experience
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Minimum 2 years of experience in client retention, customer success, or a similar client-facing role
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Demonstrated experience in client support, conflict resolution, and handling escalations
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Familiarity with Salesforce is considered an asset
Working Hours
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Monday to Friday, with shifts scheduled based on business needs
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Core operating hours fall between 8:30 AM and 8:30 PM
Perks & Benefits
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Paid day off on your birthday
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3 weeks of vacation
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Comprehensive health and dental coverage
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RRSP matching program
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Convenient downtown location near Union Station
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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.
