Retention Associate II - Merchant

Worldpay

68d • $20 - $33

About The Position

Are you ready to unleash your full potential? We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world. 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.

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.
• Excellent knowledge of Excel, Outlook, and overall computer literacy.
• Ability to understand and calculate with percentages.
• Critical thinker and adaptability.
• Ability 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.
• Good working knowledge of Worldpay systems and the industries in which Worldpay competes.
• 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.
• Flexibility, versatility, dependability.
• Knowledge of Worldpay products and services.
• Organizational and time management skills required.
• Strong problem-solving skills.
• Excellent customer service skills that build high levels of customer satisfaction.
• 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.

Nice To Haves

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

Responsibilities

• 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 merchants.
• Building trust and rapport with an assigned book of business to establish intrinsic value with all relationships.
• Working with existing merchants on upselling the company's products and/or services.
• Reviewing accounts holistically and identifying new opportunities for merchants to improve payment acceptance.
• Establishing future merchant projects and qualifying new opportunities.
• Working closely with Internal Departments and overseeing the day-to-day relationship with merchants.
• 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 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 contracts for assigned portfolio or account.
• 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 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 guidance.
• Managing the pipeline within CRM tools.
• Taking inbound queue calls and making outbound calls.
• Performing other related duties as assigned.

Benefits

• A competitive salary and benefits.
• A variety of career development tools, resources, and opportunities.
• The chance to work on some of the most challenging, relevant issues in the payment industry.
• Time to support charities and give back in your community.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 5,001-10,000 employees