Retention Associate II Merchant

Worldpay•Cincinnati, OH

18d•$20 - $30

About The Position

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

Requirements

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 required
All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made.
All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently.
This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Employees may be required to perform any other job-related instructions as requested by their leader, subject to reasonable accommodation.

Nice To Haves

A minimum of 1 year’s sales experience.
Merchant services or industry-related experience.
Account management experience

Responsibilities

Making 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.
Building trust and rapport with an assigned book of business to establish intrinsic value with all our relationships.
Working with our existing merchants on upselling the company's products and or services
Reviewing 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
Establishing future merchant projects and qualify new opportunities
Working closely with Internal Departments and oversee the day-to-day relationship with the merchant
Accepting and completing assignments with open, cooperative, positive, and team-oriented attitudes
Establishing strategic proactive & reactive marketing campaigns
Selling 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.
Acquiring and applying in-depth technical knowledge of products, systems, and services.
Renewing, expanding, and closing of contracts for assigned portfolio or account.
Client satisfaction, maintaining client communication, overall management of the relationship and client retention activities.
Increasing sales for assigned portfolios or accounts.
Demonstrating knowledge of the organization’s various products and maintenance contracts.
Educating customers on the best business practices and associated contractual implications.
Ensuring customer awareness and understanding of applicable product elements.
Renegotiating rates and fees resulting in an extended contract when appropriate
Reviewing and analyzing merchant statements to provide proper rate review and rate guidance to merchants
Responsible for proper pipeline management within CRM tools
Taking inbound queue calls and making outbound calls
Performing other related duties as assigned