Retention Specialist

Job Description

IDIQ is seeking a full-time Member Advisor (Retention Specialist) to join our Call Center. This is an ONSITE position working in the Mount Prospect, IL, office (no remote opportunities available).

The schedule will be 9:30am-6:00pm Monday-Friday. 

The next upcoming training class will be November 2, 2026. 

The IDIQ Member Advisors are responsible for providing exceptional customer service, assisting members with account inquiries, billing issues, enrollment support, and cancellation requests. The primary focus is on retention, helping members recognize the value of their membership and maintain their business with IDIQ. This role combines inside sales experience with strategic problem-solving. Member Advisors use active listening to understand member concerns, apply de-escalation techniques to address frustrations, and leverage sales skills such as recommending upgrades or identifying better-fitting products to meet each member's unique needs.

Responsibilities may include but are not limited to:

• Provide professional assistance to members on a variety of topics including account access, billing inquiries, enrollment support, personal information updates, and account cancellations—with a primary focus on retention
• Utilize expert-level product knowledge to engage and educate members on the value of IDIQ's services, helping them make informed decisions and encouraging continued membership
• Practice active listening and empathetic communication to fully understand member concerns and provide thoughtful, accurate solutions tailored to individual needs
• Apply effective de-escalation strategies to manage and resolve escalated or emotionally charged interactions, turning potential cancellations into positive experiences
• Identify opportunities to enhance member satisfaction by offering customized service packages and pricing options that support loyalty and long-term engagement
• Manage a high volume of incoming and outgoing calls while simultaneously navigating internal systems and documentation processes with efficiency and professionalism
• Demonstrate strong multitasking and time management skills to balance workload, meet performance targets, and maintain service level agreements
• Maintain accurate and detailed documentation of all member interactions in compliance with company procedures
• Handle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulations
• Follow all company policies and procedures regarding data privacy, protection, and data loss prevention
• Relay member feedback and pain points to appropriate internal departments
• Support team initiatives to improve member retention and satisfaction

Additional Responsibilities

• Able to handle and maintain strict confidentiality of sensitive consumer information in compliance with applicable privacy and data protection regulations
• Must follow all company policies and procedures regarding data privacy and protection and data loss prevention
• Regular and predictable attendance is required.
• Performs other job-related duties and responsibilities as may be assigned from time to time.

Qualifications

• Minimum of two years’ experience working in a high-volume call center environment providing customer service by phone.
• Experience in handling high call volumes while maintaining excellent customer service and accuracy across systems and documentation.
• Familiarity with credit reporting services or related industries is a plus.
• Technically adept with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experienced in working with various internet browsers including Chrome and Firefox.  

• Preferred Skills: 

• Strong telephonic and electronic communication skills and etiquette.
• Advanced problem-solving skills.
• Familiarity with CRM systems and practices.
• Willingness to learn, respond to coaching, and adapt to sales process
• Strong customer-focused mindset
• Established track record of reliability and good attendance.
• Strong communication and cross-functional skills with the ability to engage, listen, and collaborate with internal departments and external stakeholders
• Ability to be discrete and maintain confidential information
• Ability to multitask with a high volume of tasks
• Flexibility to handle rapid and frequent change and interest in taking on new tasks.
• Exhibits passion and excitement over work. Has a can-do attitude.   

Additional Information

Position Details: This is a full-time, hourly position, (40 hours/week), with occasional voluntary overtime. This position is onsite at the Mount Prospect, IL, office.

The schedule will be 9:30am-6:00pm Monday-Friday. 

Next upcoming training class will be November 2, 2026.

Pay: $21.00 for English-only speaking candidates. $22.00 for English/Spanish speaking candidates

Benefits and Perks: IDIQ makes available comprehensive benefits including:

• Medical: 100% of base benefits for employees and 50% for dependents
• Dental: 50% for of base benefits for employees and dependents
• Vision: 50% for of base benefits for employees and dependents 
• $25,000 company paid life insurance
• Short-term disability
• Long-term disability
• 11 paid holidays
• Vacation time off (VTO)
• Paid sick time (STO)
• 401k program with employer match.

Enjoy friendly competition with ping-pong tournaments, pool, Mario Cart, and more.

AAP/EEO Statement:   Identity Intelligence Group, LLC dba IDIQ does not tolerate discrimination or harassment of employees or applicants.  The Company makes employment decisions without regard to actual or perceived: race (including hair texture or protected hairstyles, e.g. braids, locks, and twists), color, religion, religious creed (including religious dress and grooming practices), national origin (including language use restrictions), ancestry, citizenship, disability (mental and physical) including HIV and AIDS,  medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, family and medical leave status, domestic violence victim status, political affiliation, and any other status protected by federal, state, or local law.

Supervisory: No supervisory responsibilities. 

Business Office Environment:  This position operates in a professional office environment. Office environment can vary with noise levels and stress, from low to moderate.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly communicating and conversing with members/stakeholders/management and must be able to exchange accurate information appropriately. The employee frequently is required to remain in a stationary position, occasionally move about; and constantly operate a computer or other office equipment. The employee is regularly required to push, or otherwise move up to 10-30lbs of various equipment.  Applications may include but are not limited to repetitive work operating a computer keyboard, mouse and headphones while primarily maintaining a stationary position and occasionally moving about at an assigned work desk area.

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Benefits and Perks: IDIQ makes available comprehensive benefits including 

• Medical: 100% of base benefits for employees and 50% for dependents
• Dental: 50% for of base benefits for employees and dependents
• Vision: 50% for of base benefits for employees and dependents 
• $25,000 company paid life insurance
• Short-term disability
• Long-term disability
• 11 paid holidays
• Paid time off
• 401k program with employer match.

AAP/EEO Statement:  Identity Intelligence Group, LLC dba IDIQ does not tolerate discrimination or harassment of employees or applicants.  The Company makes employment decisions without regard to actual or perceived: race (including hair texture or protected hairstyles, e.g. braids, locks, and twists), color, religion, religious creed (including religious dress and grooming practices), national origin (including language use restrictions), ancestry, citizenship, disability (mental and physical) including HIV and AIDS,  medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, family and medical leave status, domestic violence victim status, political affiliation, and any other status protected by federal, state, or local law.

Supervisory: No supervisory responsibilities. 

Business Office Environment: This position operates in a professional office setting. The environment includes the use of standard office equipment such as computers, phones, and printers. Noise levels range from low to moderate and may increase during periods of high activity, or team collaboration. The position may require sustained periods of concentration, handling multiple priorities, or meeting deadlines, which may contribute to moderate stress at times. The employee should be able to work effectively in this type of environment and adapt to occasional fluctuations in workflow or office conditions.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with members, stakeholders, and colleagues and must be able to exchange accurate information clearly and effectively. The employee frequently remains in a stationary position for extended periods of time and occasionally moves about the workspace. The role also requires constant operation of a computer or other office equipment. The employee may be required to push, pull, or otherwise move up to 10-30 pounds of various equipment. Duties may include, but are not limited to, repetitive tasks such as operating a computer keyboard and mouse while primarily maintaining a stationary position and occasionally moving about an assigned work area. 

Privacy Notice for California Employees and Applicants