Retention and Collections Representative

About the role

Fusion CX is looking for a Retention and Collections Representative to join its call‑center team in San Salvador. You will handle inbound and outbound calls, helping customers keep their services active while resolving overdue payments.

Key responsibilities

• Contact customers with outstanding balances and negotiate payment plans.
• Record agreements in internal systems and monitor compliance.
• Provide clear information on products, services, and account status.
• Address questions, complaints, and disputes with an empathetic, retention‑focused approach.
• Collaborate with Finance, Customer Service, and Operations teams to improve the overall customer experience.

Required profile

• Proven experience in debt collection and cash collection, including plan negotiation and follow‑up.
• Strong communication and customer‑service abilities, able to stay calm in difficult situations.
• Goal‑oriented, able to work under pressure while meeting KPI targets.
• Comfortable using computers and CRM tools; prior contact‑center or BPO experience is a plus.
• Proactive, organized, and eager to learn new processes.
• Advanced or native English proficiency.

Required skills

• CRM systems

What we offer

• Full‑time, onsite position in a dynamic, international environment.
• Opportunities for professional development within a fast‑growing global company.