Client Relations Associate

Job Description

Are you ready to unleash your full potential?

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.

We’re looking for a Client Relations Associate to join our ever evolving Customer Support 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 role:

We’re looking for a Client Relations Associate to join our Client Success team to help ensure an excellent and consistent rapport with Worldpay clients. You will be responsible for supporting unassigned clients with their business as usual (BAU) operational needs.

About the team:

The Client Success team is made up of proactive, innovative and customer focused individuals who provide best in class support by maintaining in-depth knowledge of Products and the Industry. The eCommerce Customer Care team is a specialized division supporting a portfolio that contains an array of merchants representing the Financial Services, Hospitality, Retail, Digital, Media & Education industries amongst others.

What you will be doing:

• Act as primary liaison supporting business as usual (BAU) operational needs for clients in the North America Enterprise portfolio

• Provide an outstanding client experience that enables the Commercial and Relationship teams to retain existing clients and win new business

• Research and use resources to recommend the best approach on the client's business as usual operational issues

• Answer customer inquiries, primarily over e-mail and telephone, within specified service levels with appropriate escalation

• Drive actions to resolve issues, including providing high quality responses and coordinating efforts across teams in NA and across the wider business

• Educate clients on various Worldpay processes and procedures as well as assist with awareness, navigation and self-help and encourage clients to respond to client satisfaction surveys

• Conduct training for clients with the aim to empower them to self-serve

• Collaborate effectively with your team and internal stakeholders on initiatives for process improvement

• Maintain comprehensive knowledge of applicable products, services and company policies and procedures

• Contribute to the development, documentation and implementation of standards or guidelines

• Other related duties assigned as needed

What you will need:

• Bachelor’s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience

• Customer service, client management, payments industry related experience – a plus

• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients

• The ability to establish and maintain effective working relationships, both internally as well as externally

• Interpersonal skills, effective communication and knowledge of the products and services our clients use are critical to responding to daily client-centric activities

• Organizational and time management skills

• Adaptability, a drive to learn, and strong problem-solving skills 

• Broad knowledge of Worldpay products and related services

• Fluent in English, strong written and verbal communication skills 

• Ability to work both independently and in a team environment

• Some flexibility of hours is required

• Some travel will be required

What makes a Worldpayer

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.

Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next c