Retention Specialist

About the role:

The Retention Specialist will manage and enhance the merchant experience and ultimately optimize the company’s portfolio by protecting revenue, volume and merchant count. Engage merchants proactively and reactively with singular focus of driving merchant satisfaction and generating savings, loyalty and new revenue for the company.

Be a part of a team where you will:

• Retain customer accounts by responding to their concerns including rates, fees, contract terms, processing solutions, and other potential improvements to the customer's experience.

• Answer merchant´s requests, received through call transfers, email, or direct cell phone calls in a timely manner and with a helpful attitude.

• Access and understand account information, billing information, revenue and profitability records, transaction records, terminal and platform details, and any associated account profiles. Navigate through CRM and notate/document each individual account with details of resolution.

• Maintain work queue and completing work items that are assigned within a timely manner.

• Make proactive calls and visits to customers that may require additional research and assistance or to identify potential solutions that improves customer loyalty and retention.

• Ensure the accomplishment of defined SLAs through strict monitoring of opened tickets. Identify and escalate to the appropriate supervisor of both management staff and resolution areas.

• Follow up the performance of KPIs like volume and revenue budget and SLAs within the assigned territory and establish strategies and actions to accomplish and improve these.

• Ability to handle multiple projects, work in a fast-paced environment and meet deadlines.

• Responsible to assess the merchant's situation and determine the appropriate steps to provide a satisfactory resolution for the merchant’s issue and maintain merchant profitability.

• Monitoring implementation projects related to its client portfolio, ensuring strict monitoring and correct and timely interaction with internal areas to achieve implementations that meet customer´s expectations in quality, time and service.

• Consistently at work and on time. Ensures work responsibilities are covered when absent. Arrives at meetings and appointments on time.

• Strong understanding of merchant services pricing.

• Be available on demand for customers after hours as needed.

About you:

Required

• Excellent verbal and interpersonal skills required

• Strong verbal communication, active listening skills, and strong math and analytical skills.

• Ability to probe and identify customer issues and problem solve those issues

• Well organized with diligent follow up skills

• Intermediate computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) is required.

• Availability to hold face to face meetings or travel if is needed.

• Self-motivated and self-directed, goal oriented.

• Able to professionally and confidently communicate with C-Level Executives and merchants.

• Excellent verbal and written communication skills; the ability to call, connect and interact with potential customers.

• Excellent analytical and time-management skills.

• Ability to work independently or as an active member of a team.

• Ability to meet or exceed quotas

Preferred

• 1-2 years of experience in service and sales environments is preferred

• Payment processing or other financial services experience preferred

• Experience with CRM, both tracking sales pipelines and using this tool to build relationships is preferred

• Intermediate-Advanced English is preferred.

• Experience and skills in negotiation and influencing.

Our people are the key to our success. Our commitment is to build a diverse, safe, and resilient culture that evolves with the needs of our people and the communities in which we operate. We are dedicated to creating a workspace environment that provides a sense of purpose for our people and supports each of us to learn, develop, and reach our full potential. Our culture and values are grounded in service, integrity, diversity, teamwork, and taking ownership of our actions and reputation.