Merchant Retention Specialist

Job Details

Position

Purpose:

The Merchant Retention Specialist is responsible for maintaining and strengthening relationships with existing merchant processing accounts, with a focus on the top 30 high-volume merchants. This role involves proactive account monitoring, resolving service issues, collaborating on portfolio analysis, and supporting the Merchant Sales team as needed.

• Handle inbound and outbound calls related to rate reviews, account closures, equipment returns, and early termination fees.
• Assist merchants with account reactivation and payment solution options, including mobile, recurring web, and software integrations.
• Manage challenging customer interactions with professionalism and empathy.

• Leverage deep knowledge of company operations and product offerings to educate merchants and maintain and grow existing accounts.
• Engage merchants to understand their concerns, build rapport, and negotiate mutually beneficial solutions.
• Pull and analyze monthly reports to monitor top 30 high-volume accounts for signs of attrition.
• Partner with the Marketing Data Analyst to identify and address potential account losses.

• Maintain accurate and timely updates in internal ticketing and memo systems.
• Ensure all merchant interactions and resolutions are properly documented.

• Education:
  
  High School
• Experience:
  
  1-2 years related work experience. Sales experience preferred.

Working knowledge of our internal merchant systems. Meet or exceed standards for contact rate, kept rate and other productivity measures which will be developed. Excellent verbal and written communication skills. Excellent computer navigation skills. Self-Driven, dependable, able to pay close attention to detail, and stay organized. Ability to deal calmly and professionally with difficult customers. Negotiation skills to help create win-win situations.

Able to handle confidential and/or proprietary information. Positive team player, able to act as a liaison between multiple departments. Must work independently with little supervision, manage multiple projects, as well as produce timely and effective results. Ability to work independently and process large volumes of work.

• Accountable – takes responsibility for the success of the program
• Intelligent – go-getter and very capable at articulating value.
• Challenger – unafraid to guide a doctor or a Business Owner to think about sales intelligence in a new light.
• Quick-witted – you see objections as an opportunity to practice verbal jousting.
• Coachable – no matter your experience you’re never done learning.
• Tenacious – you know every “no” you hear is a learning opportunity and one step closer to the next “yes”.
• Assertive – you’re likable but aren’t afraid to ask for what you want.
• Competitive – you outwork everyone around you.

Must have the ability to focus on tasks for extended periods of time. Must be flexible and have the ability to work with a variety of tasks and employees. Ability to plan, organize, be detailed and deadline oriented and maintain a high accuracy rate.

Continuous sitting for extended periods of time, some standing, walking, bending and reaching. Frequent use of fingers and hands to manipulate computer, telephone and other office equipment. Needs to be able to continuously review computer screen for information and detail this information in varied software products.