CS - AMR I

Talus Payments•Addison, TX

10d•Hybrid

About The Position

The Account Management Representative at Talus is responsible for supporting and growing relationships with our portfolio of merchants. In this role, an agent will resolve any billing inquiries or issues, maximize merchant retention, provide exceptional day to day support, and identify upsell opportunities for value added services via phone, email or chat. Agents will act as the frontline defender against client attrition, handling cancellations requests, resolving complex billing or fee disputes and actively renegotiating contract terms to save at risk accounts.

Requirements

Two (2) years or more of customer service or account management experience within merchant services, payment processing or ISO environment
Advanced Microsoft Excel Experience, with proficiency with writing functional formulas and utilizing pivot tables to manipulate large merchant datasets
Proven track record in a retention, customer loyalty, or contract negotiation role
Demonstrated ability to de-escalate upset clients to save accounts
Exceptional active listening skills
Ability to handle difficult pricing conversations calmly, professionally and with a customer-first mindset
Experience with CRMs and ticketing systems

Responsibilities

Take ownership of “at risk” merchant accounts and cancellation requests
Actively negotiate pricing, rates and terms to save clients from moving to competitors
Act as primary, empathetic point of contact for merchants experiencing critical issues, including holding funds, sudden reserve requirements and severe technical problems
Review processing statements alongside merchants to explain complex fee structures
Breakdown comprehensive interchange details to an understandable level
Conduct regular outbound outreaches to merchants to ensure service and product satisfaction
Partner closely with Risk, Underwriting, and other Client Services teams to swiftly resolve merchant roadblocks and advocate for merchants needs
Utilize internal payment analysis tools to model profitable rate and fee reductions where necessary to retain accounts
Actively monitor merchant processing volumes to detect sudden drops or anomalies that indicate a merchant may be processing elsewhere
Monitor support tickets and memo’s to identify merchants experiencing repetitive technical or support issues and proactively step in to resolve the root cause before it impact retention
Proactively monitor all facets of processing and service for major accounts and provide feedback as assigned