• 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. • 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. • 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. • 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. • 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.

Role Description 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. 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. Qualifications - 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.

Role Description 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. 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. Qualifications - 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.

Role Description Are you passionate about helping others, providing exceptional service, and creating memorable experiences? We are seeking enthusiastic individuals to join our expanding remote team as Customer-Focused Travel Specialists. In this role, you'll assist clients as they explore travel opportunities, coordinate vacation details, and navigate the planning process with confidence. If you enjoy building relationships, staying organized, and helping people achieve their travel goals, this flexible remote opportunity could be a great fit. What You'll Do - Guide clients through the travel planning process from initial inquiry to final arrangements - Learn about traveler interests, budgets, and preferences to provide personalized support - Research destinations, accommodations, transportation options, cruises, tours, and activities - Present travel solutions and recommendations that align with client needs - Coordinate bookings, reservations, and itinerary components - Share travel documents, confirmations, schedules, and trip-related information - Assist with updates, adjustments, and special travel requests when needed - Monitor upcoming travel plans and help ensure all details are completed accurately - Maintain organized client records and planning notes using company systems - Stay informed through ongoing training, supplier updates, and educational resources Qualifications - Strong communication and interpersonal skills - Customer-first mindset with a passion for helping others - Excellent organizational and time-management abilities - Ability to manage multiple projects while maintaining attention to detail - Comfortable using web-based platforms and digital communication tools - Professional, dependable, and solution-oriented approach - Ability to work independently and remain self-motivated - Reliable internet access and basic computer proficiency - Must be at least 18 years of age - Must be legally authorized to work and reside in the United States, United Kingdom, Mexico, Australia, Spain, or other approved regions Who Performs Well in This Role? - Individuals who thrive in this opportunity often enjoy connecting with people and building lasting relationships - Communicate clearly and confidently in a professional setting - Stay organized while managing changing priorities - Take initiative and work well independently - Adapt quickly to new systems, processes, and client needs - Have an interest in travel, hospitality, tourism, customer experience, client services, or remote career opportunities Benefits - Fully remote work environment - Flexible scheduling options - Comprehensive training and onboarding program - Ongoing mentorship and professional guidance - Advancement opportunities for motivated individuals - Performance-based incentives and recognition - Travel discounts and exclusive industry benefits - Collaborative and supportive team culture - Continuous learning and development opportunities