Position: Retention & Renewal Specialist
Location:
Orlando, FL Job Id: 254 # of Openings: 1 About our Company
AutoPayPlus is proud to be an Equal Opportunity Employer committed to an inclusive, supportive workplace where every team member feels valued, respected, and empowered to succeed. As a B2C fintech company, AutoPayPlus by US Equity Advantage serves over 98,000 members with automated biweekly payment solutions for auto loans and mortgages and has processed more than $5.65 billion in loan payments since 2003. We continue to evolve into a Financial Wellness Partner through our innovative Momentum Rewards program—a tiered membership model designed to bridge the intent-to-action gap while enhancing long-term value for our members. Our Mission:
To handle every member relationship with care, transforming everyday financial interactions into trusted, lifelong partnerships. Job purpose
We're seeking a results-driven Retention & Renewal Specialist who excels at transforming member retention challenges into loyalty success stories. This role combines consultative selling, behavioral psychology principles, and genuine member advocacy to close the critical 56.6-point intent-action gap—turning members who say they'll stay into members who actually do. Duties and responsibilities
What You'll Do
Inbound Cancellation Saves (40% of role)
Handle inbound cancellation requests using behavioral psychology-driven save scripts Apply Dixon's Effortless Experience framework to create low-friction save pathways Leverage Kahneman's Loss Aversion framing: "You've already protected 23 payments—don't lose that progress" Offer pause options, Momentum tier upgrades, and alternative solutions as retention tools Convert cancellation moments into relationship-deepening opportunities Target Save Rate: 35%+ Outbound At-Risk Intervention (35% of role)
Execute proactive outreach to members showing risk indicators (NSF triggers, payment holds, missed payments) Contact high-value/VIP segment members within 48 hours of risk signals Utilize optimal contact timing research: Tuesday-Thursday, 10AM-12PM and 4PM-5PM Deploy multi-channel engagement (phone, SMS, ringless voicemail) per Outbound Contact Framework Address financial stress with empathy while maintaining payment protection Escalate refinancing leads to renewal pathway Target Contact Rate: 80% of accounts flagged within 48 hours Renewal & Re-enrollment Conversations (20% of role)
Proactively contact members at major life events (vehicle trade-in, refinance, loan payoff) Apply Skrob's Identity Ladder framework: position re-enrollment as identity preservation, not transaction Overcome the "tied to my old loan" objection with seamless transfer messaging Highlight accumulated value and Momentum rewards waiting for their return Execute incentive offers (e.g., $50 Amazon gift cards) per renewal campaign guidelines Target Renewal Rate: Contribute to increasing from 9% to 25% Documentation & Continuous Improvement (5% of role)
Document all interactions in Creatio CRM with detailed notes and outcome tracking Provide feedback on script effectiveness and member objection patterns Participate in weekly retention team huddles to share wins and refine approaches Track personal metrics: save rate, contact rate, renewal conversion, NPS impact Qualifications
What You Bring
Required Experience & Skills
3+ years in retention sales, save desk, customer success, or renewal roles (B2C fintech/SaaS preferred) Proven track record of meeting or exceeding save rate or retention KPIs Consultative selling expertise with ability to diagnose root causes of cancellation intent Behavioral psychology application—comfort applying frameworks like loss aversion, reciprocity, and commitment consistency in real-time conversations Multi-channel communication mastery—phone-first mentality with SMS and email follow-up discipline CRM proficiency—experience with platforms like Creatio, Salesforce, HubSpot, or similar Financial services acumen—understanding of auto loans, payment processing, credit impacts, and financial wellness concepts Empathy under pressure—ability to de-escalate frustrated members while protecting company interests Preferred Qualifications
Experience with sub-prime consumer segments and financial stress dynamics Familiarity with TCPA compliance and consent-based outreach regulations Spanish fluency (cultural fluency, not just translation) to serve 41M+ Spanish-speaking market Background in membership/loyalty programs or tier-based retention models Exposure to Jeff Walker's Product Launch Formula (PLF) or similar launch campaign sequencing Personal Attributes
Resilient optimist—you hear "no" 10 times but celebrate the 11th "yes" Metrics-driven—you track your own performance daily and course-correct proactively Member advocate mindset—you genuinely believe in helping members succeed financially Startup agility—comfortable with evolving processes, pilot programs (like our Momentum Rewards tier structure), and rapid iteration Ownership mentality—you don't wait for perfect scripts; you identify friction and propose solutions Education
Bachelor’s degree in business, Marketing, Communications, Finance, or related field (or equivalent experience) Why You’ll Love It Here
Direct Revenue Impact
Own a $18.2M retention opportunity – every save and renewal directly impacts company growth Your personal save rate improvements translate to measurable ROI and recognition Be part of the Momentum Rewards pilot (3,000 members) and help shape the future of our retention model Influence on campaign messaging, script development, and retention playbook refinement Expert Framework Training
Learn and apply world-class retention methodologies from experts like:
Robert Skrob (Retention Point), Robbie Kellman Baxter (Forever Transaction) Joey Coleman (First 100 Days), Fred Reichheld (Loyalty Economics) Daniel Kahneman (Behavioral Economics), Robert Cialdini (Influence Principles)
Professional development budget for retention certifications and conferences 18-24 months:
Retention Team Lead (manage 2-3 specialists, own save desk operations) 3+ years:
Manager of Retention Operations or Renewal Strategy (report to Director Brad) Performance Recognition
Monthly bonuses tied to save rate, renewal conversion, and NPS impact Quarterly awards for highest member satisfaction scores and testimonials Annual retention MVP recognition at company-wide meeting Handled With Care Champion award for embodying CEO Don's "Love Us" operating standard Team & Culture
Be part of a collaborative, cross-functional team that values partnership, purpose, and care Work closely with retention leadership, marketing and peers across the organization Support thoughtful, well-executed campaigns and integrated initiatives Contribute to a growing retention function Uphold our Handled With Care promise, guiding how we support our members and one another Physical requirements
The position is not physically demanding.
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Orlando, FL Job Id: 254 # of Openings: 1 About our Company
AutoPayPlus is proud to be an Equal Opportunity Employer committed to an inclusive, supportive workplace where every team member feels valued, respected, and empowered to succeed. As a B2C fintech company, AutoPayPlus by US Equity Advantage serves over 98,000 members with automated biweekly payment solutions for auto loans and mortgages and has processed more than $5.65 billion in loan payments since 2003. We continue to evolve into a Financial Wellness Partner through our innovative Momentum Rewards program—a tiered membership model designed to bridge the intent-to-action gap while enhancing long-term value for our members. Our Mission:
To handle every member relationship with care, transforming everyday financial interactions into trusted, lifelong partnerships. Job purpose
We're seeking a results-driven Retention & Renewal Specialist who excels at transforming member retention challenges into loyalty success stories. This role combines consultative selling, behavioral psychology principles, and genuine member advocacy to close the critical 56.6-point intent-action gap—turning members who say they'll stay into members who actually do. Duties and responsibilities
What You'll Do
Inbound Cancellation Saves (40% of role)
Handle inbound cancellation requests using behavioral psychology-driven save scripts Apply Dixon's Effortless Experience framework to create low-friction save pathways Leverage Kahneman's Loss Aversion framing: "You've already protected 23 payments—don't lose that progress" Offer pause options, Momentum tier upgrades, and alternative solutions as retention tools Convert cancellation moments into relationship-deepening opportunities Target Save Rate: 35%+ Outbound At-Risk Intervention (35% of role)
Execute proactive outreach to members showing risk indicators (NSF triggers, payment holds, missed payments) Contact high-value/VIP segment members within 48 hours of risk signals Utilize optimal contact timing research: Tuesday-Thursday, 10AM-12PM and 4PM-5PM Deploy multi-channel engagement (phone, SMS, ringless voicemail) per Outbound Contact Framework Address financial stress with empathy while maintaining payment protection Escalate refinancing leads to renewal pathway Target Contact Rate: 80% of accounts flagged within 48 hours Renewal & Re-enrollment Conversations (20% of role)
Proactively contact members at major life events (vehicle trade-in, refinance, loan payoff) Apply Skrob's Identity Ladder framework: position re-enrollment as identity preservation, not transaction Overcome the "tied to my old loan" objection with seamless transfer messaging Highlight accumulated value and Momentum rewards waiting for their return Execute incentive offers (e.g., $50 Amazon gift cards) per renewal campaign guidelines Target Renewal Rate: Contribute to increasing from 9% to 25% Documentation & Continuous Improvement (5% of role)
Document all interactions in Creatio CRM with detailed notes and outcome tracking Provide feedback on script effectiveness and member objection patterns Participate in weekly retention team huddles to share wins and refine approaches Track personal metrics: save rate, contact rate, renewal conversion, NPS impact Qualifications
What You Bring
Required Experience & Skills
3+ years in retention sales, save desk, customer success, or renewal roles (B2C fintech/SaaS preferred) Proven track record of meeting or exceeding save rate or retention KPIs Consultative selling expertise with ability to diagnose root causes of cancellation intent Behavioral psychology application—comfort applying frameworks like loss aversion, reciprocity, and commitment consistency in real-time conversations Multi-channel communication mastery—phone-first mentality with SMS and email follow-up discipline CRM proficiency—experience with platforms like Creatio, Salesforce, HubSpot, or similar Financial services acumen—understanding of auto loans, payment processing, credit impacts, and financial wellness concepts Empathy under pressure—ability to de-escalate frustrated members while protecting company interests Preferred Qualifications
Experience with sub-prime consumer segments and financial stress dynamics Familiarity with TCPA compliance and consent-based outreach regulations Spanish fluency (cultural fluency, not just translation) to serve 41M+ Spanish-speaking market Background in membership/loyalty programs or tier-based retention models Exposure to Jeff Walker's Product Launch Formula (PLF) or similar launch campaign sequencing Personal Attributes
Resilient optimist—you hear "no" 10 times but celebrate the 11th "yes" Metrics-driven—you track your own performance daily and course-correct proactively Member advocate mindset—you genuinely believe in helping members succeed financially Startup agility—comfortable with evolving processes, pilot programs (like our Momentum Rewards tier structure), and rapid iteration Ownership mentality—you don't wait for perfect scripts; you identify friction and propose solutions Education
Bachelor’s degree in business, Marketing, Communications, Finance, or related field (or equivalent experience) Why You’ll Love It Here
Direct Revenue Impact
Own a $18.2M retention opportunity – every save and renewal directly impacts company growth Your personal save rate improvements translate to measurable ROI and recognition Be part of the Momentum Rewards pilot (3,000 members) and help shape the future of our retention model Influence on campaign messaging, script development, and retention playbook refinement Expert Framework Training
Learn and apply world-class retention methodologies from experts like:
Robert Skrob (Retention Point), Robbie Kellman Baxter (Forever Transaction) Joey Coleman (First 100 Days), Fred Reichheld (Loyalty Economics) Daniel Kahneman (Behavioral Economics), Robert Cialdini (Influence Principles)
Professional development budget for retention certifications and conferences 18-24 months:
Retention Team Lead (manage 2-3 specialists, own save desk operations) 3+ years:
Manager of Retention Operations or Renewal Strategy (report to Director Brad) Performance Recognition
Monthly bonuses tied to save rate, renewal conversion, and NPS impact Quarterly awards for highest member satisfaction scores and testimonials Annual retention MVP recognition at company-wide meeting Handled With Care Champion award for embodying CEO Don's "Love Us" operating standard Team & Culture
Be part of a collaborative, cross-functional team that values partnership, purpose, and care Work closely with retention leadership, marketing and peers across the organization Support thoughtful, well-executed campaigns and integrated initiatives Contribute to a growing retention function Uphold our Handled With Care promise, guiding how we support our members and one another Physical requirements
The position is not physically demanding.
#J-18808-Ljbffr