Job Summary
We are seeking a dynamic and motivated Retention & Customer Care Agent to join our team!
IQ Ventures is expanding and seeking motivated Retention & Customer Care Agents who excel at helping customers stay engaged, supported, and on track with their financial obligations.
This role blends customer servicing and account retention with responsible collections activity. Rather than focusing solely on debt recovery, our agents work to understand customer challenges, provide solutions, and retain long-term customer relationships while resolving delinquency.
If you thrive in a role that values empathy, problem-solving, and results—and you’re comfortable having financial conversations that protect both the customer and the business—we want to hear from you.
Paid training, growth opportunities, and strong earning potential are provided.
Schedule
Full-time position with a rotating schedule within Contact Center hours:
- Monday–Friday: 8:00 AM – 8:00 PM
- Saturday: 11:00 AM – 7:00 PM
- Saturdays are rotating (typically 2 Saturday shifts per month are required)
- This position begins as fully onsite, with the potential to transition to a fully remote role after 90 days of employment based on performance.
What You’ll Do
- Handle inbound and outbound calls focused on customer acquisition, retention, servicing, and account resolution.
- Support customers with application processing, account inquiries, billing questions, and service concerns.
- Proactively engage customers on past-due or at-risk accounts, working to retain them through education and solutions.
- Identify root causes of delinquency and collaborate with customers to establish realistic repayment plans.
- Use empathy, active listening, negotiation, and persuasion to encourage payment while preserving the customer relationship.
- Educate customers on account terms, expectations, and available financial options.
- Accurately document account activity, payment commitments, and customer status.
- Meet individual, team, and department performance goals related to servicing, retention, resolution, and dollars collected.
- Maintain compliance with company policies, procedures, and applicable regulations.
- Build and maintain professional, respectful relationships with customers and teammates.
What We’re Looking For
- High School Diploma or equivalent (required).
- 1+ year of call center experience in customer service, servicing, retention, or collections (strongly preferred).
- Ability to confidently handle difficult conversations while remaining solutions-focused.
- Strong verbal communication, active listening, and problem-solving skills.
- Comfort working in a performance-driven environment with measurable goals.
- Ability to manage multiple priorities in a fast-paced setting.
- Working knowledge of Word, Excel, Outlook, and similar systems.
- Bilingual (English/Spanish) candidates strongly encouraged to apply.
- Hospitality or financial services experience a plus.
Physical Requirements
- Prolonged sitting with frequent computer and phone use.
- Reasonable accommodations will be provided as needed.
What We Offer
- Competitive hourly pay plus monthly commission
- Paid training and ongoing coaching
- Clear paths for advancement and internal promotion
- Casual, inclusive, and supportive office culture
- Food trucks on-site most days
- Breakroom with free snacks
- Equal Opportunity Employer
Pay: $16.50 - $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Application Question(s):
- Are you able to work with a rotating schedule within Contact Center operational hours: Monday–Friday: 8:00 AM – 10:00 PM, Saturday: 11:00 AM – 7:00 PM, Saturdays are rotating (typically 2 Saturday shifts per month are required)
Experience:
- Call center: 1 year (Preferred)
Ability to Commute:
- Carrollton, TX 75006 (Preferred)
Work Location: In person
