Retention Associate II – Merchant

Job Description
Job Posting Description
Are you ready to unleash your full potential? Were looking for people who are passionate about payments to chart Worldpays path to being the largest and most-loved payments company in the world.
About the team
The Client Engagement/Retention team is rooted in relationship building that focuses on cultivating lasting relationships with our customers, colleagues, and communities. Our Vision is to elevate and enhance engagements with an overarching focus on providing the greatest customer experience with every interaction. We operate in a fast-paced everchanging environment that requires attention to detail and creative solutioning. Creating value through products, services, education, and issue resolution is our focus. We bring exceptional value to our customers and our partners by offering a powerful combination of service, technology, reliability, and trust. Consistent engagement with our customers delivers an experience that enables businesses to thrive and succeed in the ever-changing payments world.
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 companys 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 companys 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 organizations 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 i