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.
• Answer merchant requests, received through call transfers, email, WhatsApp or direct cell phone calls 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. Navigate through CRM and notate/document each individual account with details of resolution.
• Maintain work queue and complete 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 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.
• 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.
• 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 solutions that allow providing customers with excellent advice.
• Monitor implementation projects related to its 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 be at work and on time. Ensure work responsibilities are covered when absent. Arrive at meetings and appointments on time.
• Problem Solving: Listen to the merchant first, then offer solutions that meet their needs.
• Professionalism: Approach others in a tactful manner. React well under pressure.
• Treat others with respect and consideration regardless of their status or position.
• Accept responsibility for own actions. Follow 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) are 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.

Preferred

• 1-2 years of experience in service and sales environments is preferred.
• Payment processing or other financial services experience preferred.
• Experience with CRM/Salesforce, both tracking sales pipelines and using this tool to build relationships is preferred; failing that, the openness to learn about these.
• Intermediate-Advanced English is preferred.
• Experience and skills in negotiation and influencing.

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.

Disclaimer: The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.

EVO Payments Inc. is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact