Merchant Portfolio Optimization Specialist

hace 7 días

Xico, México Evo Payments Mexico, S. De R.L. De C.V. A tiempo completo

Evo Payments Mexico, S. De R.L. De C.V. is a leading payment technology and services provider with offices across the Americas, Europe, and China.

We are driven by our passion for success and deliver best-in-class payment technology and software solutions to merchants ranging from small and mid-size enterprises to multinational companies and organizations across the globe.

The Specialist, Retention role at Evo Payments Mexico, S. De R.L. De C.V. will be responsible for managing and enhancing the merchant experience, ultimately optimizing the company's portfolio by protecting revenue, volume, and merchant count.

This includes engaging merchants proactively and reactively, with a singular focus on driving merchant satisfaction and generating savings, loyalty, and new revenue for the company.

About the Role:

Key responsibilities include:

  • Retaining customer accounts by responding to their concerns regarding rates, fees, contract terms, processing solutions, and other potential improvements to the customer's experience.
  • Accessing and understanding account information, billing information, revenue and profitability records, transaction records, terminal and platform details, and any associated account profiles.
  • Maintaining work queues and completing work items within a timely manner.
  • Making proactive calls and visits to customers that require additional research and assistance or to identify potential solutions that improve customer loyalty and retention.
  • Ensuring the accomplishment of defined Service Level Agreements (SLAs) through strict monitoring of opened tickets and identifying and escalating issues to the appropriate supervisor.
  • FOLLOWING UP ON THE PERFORMANCE OF KEY PERFORMANCE INDICATORS (KPIs) such as volume and revenue budget and SLAs within the assigned territory and establishing 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 obtaining necessary documents.
  • Responsible for assessing the merchant's situation and determining the appropriate steps to provide a satisfactory resolution for the merchant's issue and maintain merchant profitability.
  • Continuous training in Evo's solutions to provide excellent advice to customers.
  • Monitoring implementation projects related to client portfolios, ensuring strict monitoring and correct and timely interaction with internal areas to achieve implementations that meet customer expectations in quality, time, and service.
  • Consistently being at work and on time, ensuring work responsibilities are covered when absent, and arriving at meetings and appointments on time.
  • Problem Solving-Listens to the merchant first, then offers solutions that meet 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, and follows through on commitments.
  • Strong understanding of merchant services pricing.
  • Availability to hold face-to-face meetings or travel as needed.

About You:

We're looking for someone with:

  • Bachelor's degree required.
  • Excellent verbal and interpersonal skills.
  • 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).
  • Availability to hold face-to-face meetings or travel as 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; 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 QUALIFICATIONS:

1-2 years of experience in service and sales environments.

Estimated Salary: $45,000 - $60,000 per year, based on location and experience.

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