Retention Specialist

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

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 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.
- Getting merchants compliant with mandatory regulations such as PCI, KYC or AML, and get merchant´s related documents as needed.
- 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.
- Continuous training in Evo´s solution that allow to provide the customers with excellent advice.
- 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.
- Problem Solving-Listens to the merchant first, then offers solutions that meets their needs.
- Professionalism: Approaches others in a tactful manner. Reacts well under pressure.
- Treats others with respect and consideration regardless of their status or position.
- Accepts responsibility for own actions. Follows through on commitments.
- Strong understanding of merchant services pricing.
- Be available on demand for customers after hours as needed.

**About you**:
**Required**
- Bachelor’s degree is 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 sale