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Merchant Retention Specialist
hace 1 mes
At EVO Payments Mexico, S. de R.L. de C.V., we are seeking a highly skilled Merchant Retention Specialist to join our team. In this role, you will be responsible for managing and enhancing the merchant experience, ultimately optimizing the company's portfolio by protecting revenue, volume, and merchant count.
About the role:
- 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 requests 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.
- Maintain work queues and complete work items within a timely manner.
- Make proactive calls and visits to customers to identify potential solutions that improve customer loyalty and retention.
- Ensure the accomplishment of defined SLAs through strict monitoring of opened tickets.
- Follow up on the performance of KPIs like volume and revenue budget and SLAs within the assigned territory.
- Ability to 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.
- 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.
- Monitor implementation projects related to the client portfolio, ensuring strict monitoring and correct and timely interaction with internal areas to achieve implementations that meet customer expectations in quality, time, and service.
- Consistently at work and on time, ensuring work responsibilities are covered when absent, and arriving at meetings and appointments on time.
- Problem-solving skills, listening to the merchant first, then offering solutions that meet their needs.
- Professionalism, approaching others in a tactful manner, reacting well under pressure, treating others with respect and consideration, accepting responsibility for own actions, and following through on commitments.
- Strong understanding of merchant services pricing.
- Availability on demand for customers after hours as needed.
About you:
- 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 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.
What can EVO do for you?
- Own your destiny with a worldwide payments industry leader where you can learn, grow, and advance.
- Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage, plus health savings accounts, and much more.
- Thrive in a collaborative culture that supports innovation.
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.
