Client Retention & Recovery Advisor bei None

Department: Customer Success / Risk Management

Reports To: Client Retention & Recovery Lead

FLSA Status: Non-Exempt 

Position Summary

The Client Retention & Recovery Advisor plays a critical role in maintaining long-term client relationships while proactively identifying and addressing risks related to service disengagement and equipment loss. This position combines consultative client engagement with investigative and compliance-oriented responsibilities to ensure customer satisfaction, contractual adherence, and asset recovery. 

Key Responsibilities

• Serve as the primary point of contact for at-risk clients, conducting outreach to understand concerns and propose retention strategies.
• Analyze client behavior, usage patterns, and account history to identify early warning signs of disengagement or non-compliance.
• Collaborate with internal teams (sales, operations, legal) to resolve client issues and reinforce value propositions.
• Initiate and manage recovery processes for unreturned equipment, including documentation and client communication.
• Maintain detailed records of client interactions, risk assessments, and resolution outcomes.
• Recommend process improvements to reduce client churn and minimize asset loss.
• Educate clients on service terms, equipment responsibilities, and support resources.
• Support escalated cases involving disputes or potential write-offs. 
• Other duties as assigned to support departmental goals and business continuity.

Qualifications

• Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills and abilities:
• 1+ years of experience in customer service, account management, collections, or risk mitigation.
• Strong interpersonal and negotiation skills with a customer-first mindset.
• Ability to manage sensitive conversations with professionalism and empathy.
• Proficiency in CRM systems, Microsoft Office Suite, and data analysis tools.
• Detail-oriented with strong organizational and documentation skills.
• Bilingual skills a plus.

Physical Demands & Work Environment

• Primarily office-based with extended periods of computer use.
• Moderate noise level, typical of a call center or open office environment. 
• This position is classified as Hybrid, allowing a combination of remote and in-office work.
• Occasional lifting of up to 25 pounds (e.g., equipment returns).

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals

who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.