Retention Specialist

Position Title:  Retention Specialist
Department:  Vendor Network
Reports To:  Supervisor, Retention

Overview: The Vendor Retention Specialist is responsible for owning high and mid-value, complex vendor relationships within the One Inc Payment Network. This role focuses on driving digital payment adoption, reducing churn, and ensuring a seamless vendor experience across the full payment lifecycle. This contributor will manage mid and small-level vendors, resolve escalations, provide strategic outreach, and partner cross-functionally to improve vendor satisfaction and retention. This role also supports continuous process improvement and may mentor junior team members.  

Key Responsibilities:

• Vendor Engagement & Retention 
  
  
  
  • Handle inbound opt-out calls and actively work to retain the business by offering strategic rate options or aligning clients with suitable alternative products. 
  
  
  • Lead digital payment conversations via phone, email, or scheduled calls, ensuring vendors understand value, security, and setup requirements. 
  
  
  • Identify vendors at risk of churn or stalled adoption and implement proactive retention strategies. 
  
  
  • Provide high-touch follow-up for escalations, payment issues, or vendor dissatisfaction to ensure timely resolution and maintain positive relationships. 
  
  
  
  


• Process & Performance Excellence 
  
  
  
  • Analyze vendor behavior, payment preferences, and network data to identify trends impacting adoption, revenue, or operational efficiency. 
  
  
  • Recommend workflow improvements to support vendor experience, payment delivery, and team productivity. 
  
  
  • Support quality assurance efforts by reviewing documentation, accuracy of payment preferences, and compliance with data-handling best practices. 
  
  
  
  


• Cross-Functional Collaboration 
  
  
  
  • Partner with Customer Success, Implementation, Product, and Payment Operations to resolve vendor issues that impact activation or retention. 
  
  
  • Support the strategic rollout of new products by identifying process gaps and providing vendor-centric insights. 
  
  
  
  


• Leadership & Mentorship 
  
  
  
  • Serve as a subject-matter expert for Vendor Enrollment best practices, complex cases, and payment ecosystem knowledge. 
  
  
  • Provide guidance or informal mentorship to junior Enrollment Specialists, helping drive consistency and performance across the team. 
  
  
  • Assist leadership with project work, workflow documentation, and training materials as needed. 
  
  
  
  

Skills:

• 1-2 years of experience in high volume outbound/inbound calling, client success, customer service, revenue operations, or retention 


• Strong understanding of digital payments, ACH, virtual cards, and general payment processing concepts. 


• Exceptional communication and negotiation skills, with proven ability to influence decision-makers and resolve complex issues. 


• Ability to analyze data, identify trends, and build strategic action plans to improve vendor adoption and retention. 


• Highly organized with strong prioritization skills and the ability to manage a high-volume caseload with enterprise-level expectations. 

Desired Traits:

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

 
Company Profile:  At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept. 

The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely. 

Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters." 

Join us in building the infrastructure that fulfills the promise of insurance. 

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.