Portfolio Retention and Recovery Specialist

At Ocaso, we are looking for a professional capable of driving the reduction of the cancellation rate and portfolio recovery through the comprehensive optimization of cancellation and non-payment processes, combining customer vision, data analysis, and intensive use of technology, with a special focus on contact center operational efficiency and the quality of the customer experience.

Retention strategy and campaigns
●Design, execute, and optimize preventive retention actions (customers showing churn signals) and reactive actions (cancellation requests and non-payments).
●Continuously propose and test new retention offers alongside business units: discounts, bundling, loyalty benefits, and alternative value propositions.
●Measure the economic impact of actions (net retention, ROI, cost of discounts, impact on LTV).

Contact center management and process improvement
●Collaborate closely with the contact center in the design and evolution of processes for managing cancellation requests, non-payments, commercial counter-offers, and scripts.
●Analyze and monitor contact center operational SLAs and KPIs, identifying levers for improvement in efficiency, quality, and conversion.
●Define optimal management flows, customer prioritization, and case routing based on value and probability of retention.
●Monitor and resolve incidents detected in processes and propose improvements.
●Participate in the daily work of the department (UATs, developments, incident management, monitoring ongoing developments, project monitoring, etc.).
Data analysis and automation
●Structure and systematize the collection of insights from the contact center to drive business decisions.
●Define, monitor, and evolve retention KPIs: churn rate, non-payment recovery rate, cost per retention, campaign ROI, and SLA compliance.
●Propose technology-backed improvements: automation, decision rules, IVR, intelligent customer prioritization, and event-triggered campaigns.

Essential requirements
●University degree in Marketing, Business Administration, Communication, or similar.
●Minimum 4-5 years of real experience in retention/loyalty or customer marketing within an insurance company, telco, retail banking, or utilities.
●Demonstrable experience designing and executing retention and/or portfolio recovery campaigns with a commercial focus rather than just a collection focus.
●Advanced mastery of Excel and experience in customer segmentation.
●Data and results orientation.

We will especially value
●Deep knowledge of the insurance customer lifecycle and the main churn moments (renewal, claims, price, competition, etc.).
●Experience working with contact centers and monitoring SLAs.
●Knowledge and/or experience with Genesys Cloud, IVR, and omnichannel environments.
●Participation in transformational retention or automation projects.
●Certifications or training in consultative selling, negotiation, or customer experience.

• Ability for cross-functional collaboration with internal areas and external providers.
• Analytical thinking and data orientation.
• Orientation toward continuous improvement and an optimization mindset.
• Creativity to design retention offers and solutions