Retention Specialist

Position Title:  Retention Specialist
Department:  Vendor Network
Reports To:  Supervisor, Retention

 

Overview: The Vendor Retention Specialist is responsible for owning high and mid-value, complex vendor relationships within the One Inc Payment Network. This role focuses on driving digital payment adoption, reducing churn, and ensuring a seamless vendor experience across the full payment lifecycle. This contributor will manage mid and small-level vendors, resolve escalations, provide strategic outreach, and partner cross-functionally to improve vendor satisfaction and retention. This role also supports continuous process improvement and may mentor junior team members.  

 

Key Responsibilities:

• Vendor Engagement & Retention 
  • Handle inbound opt-out calls and actively work to retain the business by offering strategic rate options or aligning clients with suitable alternative products. 
  • Lead digital payment conversations via phone, email, or scheduled calls, ensuring vendors understand value, security, and setup requirements. 
  • Identify vendors at risk of churn or stalled adoption and implement proactive retention strategies. 
  • Provide high-touch follow-up for escalations, payment issues, or vendor dissatisfaction to ensure timely resolution and maintain positive relationships. 
• Process & Performance Excellence 
  • Analyze vendor behavior, payment preferences, and network data to identify trends impacting adoption, revenue, or operational efficiency. 
  • Recommend workflow improvements to support vendor experience, payment delivery, and team productivity. 
  • Support quality assurance efforts by reviewing documentation, accuracy of payment preferences, and compliance with data-handling best practices. 
• Cross-Functional Collaboration 
  • Partner with Customer Success, Implementation, Product, and Payment Operations to resolve vendor issues that impact activation or retention. 
  • Support the strategic rollout of new products by identifying process gaps and providing vendor-centric insights. 
• Leadership & Mentorship 
  • Serve as a subject-matter expert for Vendor Enrollment best practices, complex cases, and payment ecosystem knowledge. 
  • Provide guidance or informal mentorship to junior Enrollment Specialists, helping drive consistency and performance across the team. 
  • Assist leadership with project work, workflow documentation, and training materials as needed. 

Skills:

• 1-2 years of experience in high volume outbound/inbound calling, client success, customer service, revenue operations, or retention 
• Strong understanding of digital payments, ACH, virtual cards, and general payment processing concepts. 
• Exceptional communication and negotiation skills, with proven ability to influence decision-makers and resolve complex issues. 
• Ability to analyze data, identify trends, and build strategic action plans to improve vendor adoption and retention. 
• Highly organized with strong prioritization skills and the ability to manage a high-volume caseload with enterprise-level expectations. 

 

Desired Traits:

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

 

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

 

Environment:	Standard indoor office setting; exposure to computer screens.
Physical:	Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers.  Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.
Vision:	See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.
Hearing:	Ability to hear in the normal audio range with or without corrections.

 
Company Profile:  One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

 

Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

 

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.