Merchant Support Specialist

Wind River Payments•Madison, WI

4h•Onsite

About The Position

Wind River Payments is a growing family business who has a strong focus on customer service and employee satisfaction. That is shown by being named one of Madison's Top Workplaces. The Merchant Support Specialist develops and sustains long-term client relationships with WRP Service Level 2 and 3 Accounts. The MSS is responsible for client retention, new sales to existing accounts, and overall client satisfaction on assigned accounts, including SaaS customers. This role is based on the East side of Madison, WI, with the requirement of onsite work three days per week.

Requirements

Bachelor's degree and 2 years of customer service experience, or an equivalent combination of education and experience.
Experience with Microsoft Suite: Excel, Word, PowerPoint, Outlook.

Nice To Haves

Account management or Customer Service experience.
Salesforce experience
TSYS/VITAL experience
Knowledge of the bankcard industry, including applicable federal, state and Visa/MasterCard regulations.
Consultative selling skills
Project management skills
Analytical problem-solving skills, including the ability to proactively identify, diagnose and solve client problems.
Strong verbal/written communication skills.
Ability to work independently,
Strong interpersonal skills, including the ability to work as part of a team, and to lead cross-functional team efforts.
Exceptional time management skills, including the ability to effectively manage a large number of assigned accounts, the ability to prioritize multiple tasks and deadlines, and the ability manage frequent interruptions.
Strong negotiation skills.
Sound financial judgment.

Responsibilities

Maintains high engagement with a portfolio of service level 2 and 3 accounts, including SaaS and core merchants.
Lead retention efforts on assigned accounts and meet or exceed defined goals for retention and new sales.
Successfully navigate retention situations by conducting pricing analyses and educating clients surrounding different price structures and techniques utilized by WRP competitors.
Develops and manages relationships with decision-makers at assigned accounts.
Manages Salesforce queue, completes tasks in a timely manner and sets new tasks per retention plans and issue management.
Promptly and professionally responds to all calls and emails from assigned accounts, and completes tasks generated by client contact.
Utilizes exceptional time management skills to effectively support a large number of assigned accounts and ensure that high priority activities are accomplished.
Consultatively sells solutions to existing clients to enhance service.
Provides phone support to clients via the main customer support line.
Works effectively with internal departments to assist in problem-solving and identifying appropriate solutions for clients.
Completes follow-up to ensure that requests are completed as promised, and issues are promptly and satisfactorily resolved.
Collaborate with Relationship Managers on day-to-day issues they are managing.
Plans and executes periodic, strategic reviews in order to deepen relationships and identify sales opportunities. Reviews will typically be done virtually but may occasionally be in-person. Reviews will be done in a timely manner, and will encompass the client's business model/strategy, structure, current payments configuration, pain points and improvement opportunities, as well as include a card portfolio review.
Engages in discussions with decision-makers at Service Level 2 and 3 Accounts to uncover their business needs and recommend appropriate payment processing solutions.
Demonstrates a relatable and "eye-level" approach in order to build trust and strengthen WRP's position as a business partner.
Develops and maintains key client profiles (strategy, structure, configuration, etc.).
Proactively manages associated pricing for assigned accounts.
Educates clients on industry rules and regulations, and relevant industry trends/changes.
Identifies needed additions to WRP's solution portfolio through client discussions and obtains client feedback on proposed additions to product portfolio.
Participates in marketing and campaign initiatives, as assigned.
Recommends and supports Merchant Experience team process improvement initiatives.
Monitors daily/monthly exception reports. (Monitors accounts for activity thresholds.)
Keeps the overall merchant experience and feedback as a top priority when recommending product enhancements.
Communicates effectively and professionally both in writing and verbally. Written communication and presentations will be organized, flow well and have a clear message with a professional business perspective.
Ability to perform essential duties with or without accommodation.
Executes other duties, as assigned.
Ability to do occasional driving.