Retention Associate Senior

Worldpay•Denver, CO

8h•$25 - $37

About The Position

Client Engagement & Retention Specialist Unleash your potential at Global! Join a team of passionate payment professionals, committed to making Global the world’s most respected and loved payments company. About the Team The Client Success team thrives on creative problem-solving, deep product expertise, and a commitment to delivering seamless merchant experiences. We approach each day as an opportunity to make a meaningful impact, ensuring our merchants receive top-tier support and guidance. What You’ll Be Doing Retention & Revenue Protection: Reactively address merchant inquiries through inbound phone queues and assigned cases, focusing on retention and turning challenging situations into positive outcomes. Contract Conversations: Engage with merchants considering cancellation, clearly communicating contract terms and, when appropriate, ensuring adherence to contractual obligations. Merchant Support: Deliver best-in-class service by resolving issues, answering questions, and providing guidance on products, pricing, and value-added services. Upsell & Cross-Sell: Identify opportunities to recommend additional products and services that help merchants optimize their payment solutions. Collaboration: Partner with internal teams to resolve complex issues and ensure a seamless merchant experience. Queue & Case Management: Manage inbound and outbound calls as well as case assignments from other teams or after-hours, meeting or exceeding service level agreements (SLAs). Data-Driven Insights: Analyze merchant statements to provide rate reviews and actionable guidance. CRM & Pipeline Management: Maintain accurate records of interactions, opportunities, and outcomes in CRM tools. Continuous Improvement: Share insights and feedback to improve processes and merchant satisfaction.

Requirements

1–2 years of experience in sales, negotiation, or problem-solving roles.
Strong mathematical and analytical skills, including comfort with percentages and rate calculations.
Proven ability to handle difficult conversations with professionalism and empathy.
Excellent communication skills—both verbal and written.
High computer literacy, including proficiency in Excel, Outlook, and CRM systems.
Critical thinking, adaptability, and a proactive approach to learning.
Strong organizational and time management abilities.
Team-oriented mindset with the ability to work independently.
Flexibility to support varying shifts as needed.

Nice To Haves

Experience in merchant services or payments industry.
Account management background.
Call center background.

Responsibilities

Retention & Revenue Protection: Reactively address merchant inquiries through inbound phone queues and assigned cases, focusing on retention and turning challenging situations into positive outcomes.
Contract Conversations: Engage with merchants considering cancellation, clearly communicating contract terms and, when appropriate, ensuring adherence to contractual obligations.
Merchant Support: Deliver best-in-class service by resolving issues, answering questions, and providing guidance on products, pricing, and value-added services.
Upsell & Cross-Sell: Identify opportunities to recommend additional products and services that help merchants optimize their payment solutions.
Collaboration: Partner with internal teams to resolve complex issues and ensure a seamless merchant experience.
Queue & Case Management: Manage inbound and outbound calls as well as case assignments from other teams or after-hours, meeting or exceeding service level agreements (SLAs).
Data-Driven Insights: Analyze merchant statements to provide rate reviews and actionable guidance.
CRM & Pipeline Management: Maintain accurate records of interactions, opportunities, and outcomes in CRM tools.
Continuous Improvement: Share insights and feedback to improve processes and merchant satisfaction.

Benefits

Competitive salary and comprehensive benefits.
Career development tools, resources, and growth opportunities.
The chance to tackle some of the most impactful challenges in the payments industry.
Paid time to support charities and give back to your community.

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