AutoPayPlus · 2 days ago
Retention and Renewal Specialist
Apopka, FL
Full-time
Onsite
Mid Level
3+ years expAutoPayPlus is a B2C fintech company that provides automated payment solutions for auto loans and mortgages. They are seeking a results-driven Retention & Renewal Specialist to enhance member retention through consultative selling and proactive outreach, ultimately transforming member relationships into lifelong partnerships.
AutomotiveCreditFinancial ServicesLendingPayments
Hiring Manager
Tempestt Lee, SHRM-CP
Responsibilities
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
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
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
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
Qualification
Required
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
Bachelor's degree in business, Marketing, Communications, Finance, or related field (or equivalent experience)
Preferred
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
Benefits
Professional development budget for retention certifications and conferences
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
Company
AutoPayPlus
AutoPayPlus by US Equity Advantage is an industry-leading automated payment concierge that offers consumers flexible payment options matched to their paychecks helping members Avoid late payments, Pay off their loan faster, and Protect their credit.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Robert Steenbergh
Founder and CEO
Donald Retreage, Jr. - CFO/COO/Integrator
Chief Financial Officer
Company data provided by crunchbase