At Fiserv, we help clients deliver secure, reliable financial services and commerce experiences that support the way people move and manage money. As a Retention Specialist, you will support client loyalty and retention efforts by helping resolve account concerns, addressing service-related issues, and identifying opportunities to preserve and strengthen client relationships. You will work with cross-functional teams to improve retention outcomes, support revenue protection, and contribute to a consistent client experience.

What you’ll do

- Manage retention-related client interactions to address account concerns, billing questions, service issues, and cancellation requests.

- Investigate client issues, document findings, and coordinate resolution activities with internal teams.

- Review account activity, service history, and retention indicators to support renewal and save efforts.

- Process account updates, service changes, and case records in applicable systems.

- Escalate high-risk retention matters, service failures, or unresolved account issues to the appropriate teams.

- Support process improvement efforts by identifying recurring client concerns and workflow gaps.

- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you’ll need to have:

- 2+ years of experience in account retention, customer retention, or client save programs.

- 2+ years of experience in analyzing account history, usage trends,



or cancellation indicators to support retention decisions.

- 2+ years of experience in Microsoft Excel, Outlook, and Word for reporting, communication, and case tracking.

- 2+ years of equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

- Experience supporting retention activity in payments, financial services, or SaaS environments.

- Familiarity with dispute handling, service recovery, or contract renewal processes.

- Experience using dialer platforms or workforce management tools in a service environment.

- Ability to manage escalated client conversations while maintaining policy and documentation standards.

- Experience partnering with sales, service, and operations teams on account recovery efforts.

How you’ll work

- This role is in office Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.

- This role requires the use of a computer and audio equipment.

Sponsorship

- Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.

Pay: From $27.00 per hour

Work Location: In person

📌 Customer Service Rep/Retention Specialist (Mississauga)
🏢 Fiserv
📍 Mississauga