Collections and Retention Specialist

About the role

ELVTR is seeking an experienced Collections and Retention Specialist to own the post‑enrollment customer journey. In this full‑time remote position you will protect the customer experience while driving sustainable revenue growth through strategic retention initiatives.

Key responsibilities

• Manage the end‑to‑end retention process, handling refund requests and proposing alternatives such as account credits, payment plans, partial refunds or course transfers.
• Recover overdue installment payments by proactively engaging learners and resolving billing issues.
• Collaborate with Billing, Sales, Finance, Customer Success and Operations to reduce defaults, chargebacks and outstanding balances.
• Analyze root causes of refunds and payment failures, delivering actionable insights to product and sales teams.
• Develop, test and continuously improve retention workflows, communication scripts and internal processes.
• Track, report and act on key metrics including refund rate, retention rate and recovered revenue.

Required profile

• Proven experience in collections, retention or customer success within a fast‑paced, KPI‑driven environment.
• Strong negotiation skills with a focus on win‑win outcomes.
• Data‑oriented mindset; comfortable using metrics to drive process improvements.
• Excellent communication and organizational abilities.
• Self‑starter who takes ownership and can coach peers.

Required skills

What we offer

• Full‑time remote work with a consistent EST schedule (9 AM‑6 PM).
• Opportunity to shape retention strategy for a fast‑growing online education platform.
• Collaborative environment with cross‑functional teams.