Retention Associate Senior - Merchant

Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

We’re looking for a Retention Associate Senior to join our ever-evolving team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

The Client Engagement & Retention team is comprised of master creative problem solvers that are experts in product, pricing, and value-added services with the aim of delivering a seamless merchant experience. We take nothing for granted and accept that every day is a new chance to make a rewarding impact. 

What you’ll own

You will be striving to make a positive revenue impact across all lines of business, while providing merchants a best-in-class customer experience. Reducing attrition and turning negative circumstances into a positive experience with our merchants and getting ahead of any potential flight risks.  This role requires a strong emphasis on building trust and rapport with an assigned book of business to establish intrinsic value with all our relationships. 

• You will work with our existing merchants on upselling the company's products and or services
• You will review the accounts holistically and identify new opportunities for our merchants to improve the way they accept their payments
• Providing a best-in-class merchant experience is a key component of this role
• Establish future merchant projects and qualify new opportunities
• You will work closely with Internal Departments and oversee the day-to-day relationship with the merchant
• Accepts and completes assignments with open, cooperative, positive, and team-oriented attitudes
• You will be a key component in establishing strategic proactive & reactive marketing campaigns
• Sells the company’s products, systems and/or services via telephone (inbound and/or outbound) or electronic means to customers in assigned portfolio or individual accounts.
• Acquires and applies in-depth technical knowledge of products, systems, and services.
• Responsible for renewing, expanding, and closing of contracts for assigned portfolio or account.
• Responsible for client satisfaction, maintaining client communication, overall management of the relationship and client retention activities.
• Increases sales for assigned portfolios or accounts.
• Demonstrates knowledge of the organization’s various products and maintenance contracts.
• Educates customers on the best business practices and associated contractual implications.
• Ensures customer awareness and understanding of applicable product elements.
• Renegotiates rates and fees resulting in an extended contract when appropriate
• Review and analyze merchant statements to provide proper rate review and rate guidance to merchants
• Responsible for proper pipeline management within CRM tools
• Responsible for taking inbound queue calls and making outbound calls
• May be required to perform other related duties as assigned

What you bring

• 1-2 years sales/negotiation/problem solving experience 
• Strong mathematical skills required 
• Ability to handle and diffuse difficult conversations with respect, sureness, and courtesy 
• Computer Skills- Excellent knowledge of Excel, Outlook, and overall computer literacy 
• Ability to understand and calculate with percentages 
• Critical thinker and adaptability 
• Able to follow through and maintain merchant contact and keep merchants informed on next steps 
• Communicates ideas both verbally and in written form in a clear, concise, and professional manner 
• Requires good working knowledge of Worldpay systems as well as the industries in which Worldpay competes for business 
• Ability to understand and apply concepts 
• Ability to handle projects commensurate with job expectations 
• Ability to analyze and solve problems using learned techniques and tools 
• Team skills, including the abili