Retention Specialist

Descripción del trabajo Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together. EVO Payments, Inc. is a leading payment technology and services provider. EVO offers a number of innovative, reliable, and secure payment solutions to merchants ranging from small and mid-size enterprises to multinational companies and organizations across the globe with offices across the Americas, Europe, and China. As a fully integrated merchant acquirer and payment processor in over 50 markets and 150 currencies worldwide, EVO provides competitive solutions that promote business growth, increase customer loyalty, and enhance data security in the markets it serves. About the role The Specialist, Retention 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. 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 complete assigned work items within a timely manner. Make proactive calls and visits to customers that may require additional research and assistance or to identify potential solutions that improve 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. Handle multiple projects, work in a fast‑paced environment and meet deadlines. Get merchants compliant with mandatory regulations such as PCI, KYC or AML, and obtain merchant‑related documents as needed. Assess the merchant's situation and determine the appropriate steps to provide a satisfactory resolution for the merchant's issue and maintain merchant profitability. Receive continuous training in Evo’s solution that enables providing the customers with excellent advice. Monitor implementation projects related to 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. Be consistently at work and on time, and ensure work responsibilities are covered when absent. Arrive at meetings and appointments on time. Problem‑solve by listening to the merchant first, then offering solutions that meet their needs. Show professionalism: approach others in a tactful manner, react well under pressure, treat others with respect and consideration regardless of status or position, accept responsibility for own actions and follow through on commitments. Exercise a strong understanding of merchant services pricing and be available on demand for customers after hours as needed. About you Required Bachelor's degree is required. Excellent verbal and interpersonal skills. Strong verbal communication, active listening, 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). Availability to hold face‑to‑face meetings or travel if needed. Self‑motivated and self‑directed, goal‑oriented. Ability to professionally and confidently communicate with C‑Level Executives and merchants. Excellent verbal and written communication skills; 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. Experience in payment processing. #J-18808-Ljbffr