Customer Retention & Accounts Officer

About The Role

Secure IQ Services is recruiting for the role of Customer Retention & Accounts Officer for the fast-growing Assure Scratch & Dent USA business.

Assure is seeking an experienced Customer Retention & Accounts Officer to manage membership cancellations, overdue accounts, payment issues and customer account enquiries. This role is focused on retaining members, resolving billing concerns and ensuring an exceptional customer experience while protecting company revenue.

The successful candidate will have strong customer service skills, excellent attention to detail and experience working with subscription billing platforms such as Stripe.

Key Responsibilities

Customer Retention

• Manage membership cancellation requests and apply approved retention strategies.
• Understand customer concerns and present appropriate solutions to retain memberships.
• Educate members on the value of their membership and available options.
• Accurately document all customer interactions within the CRM.

Overdue Accounts

• Contact members with overdue payments via phone, email and SMS.
• Assist customers in updating expired cards and payment methods.
• Process payment arrangements in accordance with company policies.
• Monitor ageing accounts and ensure timely follow-up.

Stripe & Payment Administration

• Respond to Stripe payment disputes and chargebacks with clear, evidence-based submissions.
• Investigate disputed transactions and gather supporting documentation.
• Assist customers with payment failures, billing enquiries and subscription management.
• Monitor payment trends and escalate recurring issues where required.

Customer Account Support

• Update customer account details, contact information and payment methods.
• Assist members with login, subscription and account-related enquiries.
• Resolve billing questions professionally and efficiently.
• Ensure customer records remain accurate and compliant.

Administration

• Maintain accurate notes and records in Salesforce and other internal systems.
• Follow company procedures for cancellations, refunds and account changes.
• Work closely with the operations and customer service teams to resolve complex matters.
• Meet daily productivity and service quality KPIs.

Requirements

Skills & Experience

• Previous experience in customer service, account management or retention.
• Experience responding to Stripe disputes or payment chargebacks.
• Experience managing overdue accounts and payment collections.
• Strong verbal and written English communication skills.
• Excellent negotiation and objection-handling skills.
• High attention to detail and strong organisational abilities.
• Comfortable working with CRM systems such as Salesforce.
• Ability to multitask in a fast-paced environment.
• Professional, empathetic and solution-focused approach.

Preferred Experience

• Subscription or membership-based business experience.
• Experience with Stripe Billing and subscription management.
• Experience in customer retention or collections.
• Experience using Salesforce or similar CRM platforms.

Key Performance Indicators (KPIs)

• Membership retention rate.
• Overdue payment recovery rate.
• Stripe dispute win rate.
• Customer satisfaction.
• Response times to account enquiries.
• Accuracy of customer records.
• Compliance with company procedures and service standards.

Personal Attributes

• Calm under pressure.
• Highly organised.
• Customer-focused with excellent problem-solving skills.
• Honest, reliable and accountable.
• Positive attitude with a strong work ethic.
• Able to build rapport and de-escalate difficult conversations professionally.