Retention Associate II Merchant

Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. We’re looking for a Retention Associate II Merchant to join our ever evolving US Direct team and help us unleash the potential of every business.

What you’ll own as a Retention Associate II Merchant

What you will be doing

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

• Flexibility, versatility, dependability

• Knowledge of Worldpay products and Services

• Organizational and time management skills required

• Strong problem-solving skills

• Broad knowledge of Worldpay products and related services; in-depth knowledge of products and services for which team(s) provide support

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

• Is resourceful and proactive in gathering information and sharing ideas

• Ability to work both independently and in a team environment

• Some flexibility of hours is