Merchant Retention Expert

hace 3 semanas

Xico, México Global Payments A tiempo completo

At Global Payments, we are dedicated to delivering exceptional payment solutions to our clients. We are seeking a skilled Merchant Retention Expert to join our team and play a critical role in protecting and growing our merchant portfolio.


The ideal candidate will possess strong communication and problem-solving skills, with the ability to engage with merchants proactively and reactively to drive satisfaction and loyalty. Key responsibilities will include:



  • Retain customer accounts by responding to their concerns and resolving issues related to rates, fees, contract terms, and processing solutions.
  • Access and understand account information, billing details, revenue and profitability records, and transaction records to provide tailored solutions.
  • Maintain a work queue and complete tasks within a timely manner, ensuring strict monitoring of opened tickets and escalating issues to supervisors as needed.
  • Make proactive calls and visits to customers to identify potential solutions and improve customer loyalty and retention.
  • Ensure the accomplishment of defined SLAs through strict monitoring of opened tickets and identify areas for improvement.
  • Ability to handle multiple projects, work in a fast-paced environment, and meet deadlines.
  • Responsible for assessing the merchant's situation and determining the appropriate steps to provide a satisfactory resolution and maintain merchant profitability.

The successful candidate will possess a strong understanding of merchant services pricing, excellent verbal and interpersonal skills, and the ability to work independently or as an active member of a team. If you are a motivated and goal-oriented individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.


**Requirements**:



  • 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.
  • 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.
  • 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.


We are an equal opportunities employer and welcome applications from diverse candidates.


Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you


Best regards,


[Name]


Global Payments

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