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Customer Retention Agent (Hybrid)

Franklin, TN

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The Customer Retention Agent is primarily responsible for assisting customers by making and taking calls related to payment arrangements in a courteous manner, which allows Advance Financial to retain the individual as a repeat customer. The Customer Retention Agent works in a contact center environment where calls are directed by a preview / predictive dialer.


  • Title: Customer Retention Agent (Hybrid)
  • Employment Type: Permanent (Direct Hire)
  • Salary: $16-20/hr
  • Schedule: MUST be open to working ANY hours between 5am-10pm operating hours
    • Shifts vary- 5am-1:30pm, 9am-5:30pm, 10am-6:30pm, 11am-8:30pm, 1:30pm-10am
    • open Mon-Sunday, 365 days per year, off every other weekend
  • Training: 30 days in office, (Mon-Fri) 9-5:30pm
  • Industry: Finance


****$500 sign on bonus after 30 days, retention bonus $500 every 6 mos****



  • Displays a cheerful and positive attitude
  • Is committed to providing an excellent customer experience
  • Conduct outbound reminder calls and assist customers with payment options over the phone or in store
  • Complies with all state and federal laws governing the financial services industry
  • Meet performance standards for contact rate, promise to pay kept rate, total dollars collected and other productivity measures
  • Treats customers and co-workers with dignity and respect
  • Participates in on-going learning and development
  • Ability to use a computer keyboard for typing and numeric data entry
  • Performs all other duties as assigned



Job Requirements


  • Minimum High School Education

  • Some higher education preferred

  • Minimum 2 years’ experience in a service related field

  • Call Center Customer Service Experience preferred

  • Computer keyboard proficiency required ? Must be high energy

  • Must understand and meet the demands of a customer focused call center environment

  • Must be dedicated to the work ethic and employment philosophy of an at will employer.

  • Must work independently, manage multiple projects and produce timely and effective results

  • Must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information.

  • Must have working knowledge of Excel and other MS Office products

  • Excellent verbal communications skills both in person and over the telephone

  • Excellence with attendance, attitude and teamwork, knowledge, sales conversions, exceptional audits, and overall customer service skills

  • Excellent customer service skills

  • Detail Orientation

  • Ability to multi-task
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