Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Job Description Summary
A Senior Retention Advisor will play a crucial role in the Retentions team. Responsible for additional tasks and assisting management when required. Responsible for retaining existing customers by identifying and addressing customer concerns, resolving issues and enhancing the overall customer experience. Activities include assisting management with coaching and training of new employees, assisting with weekly and monthly reports, maintaining Rentions inbox, pricing requests, cancellation requests and account management. Also, responsible for ensuring the delivery of retention targets in order to reduce company churn, maintains customer records and completes required documentation.
· Job Description
What Part Will You Play?
· Undertake specific tasks and projects as directed by management.
· Responsible for maintaining Retention team email inbox and delegating “At risk requests” to retention team members as per assigned lead rotation.
· Monitors and reports trends within the payments industry.
· Manages a portfolio of clients for the company.
· Responsible for contacting customers via phone and email in order to reduce company churn through proactive and reactive retention processes.
· Responsible for managing all price plan migrations from customer requests.
· Responds to customer requests for information and assists customers who are in distress or unhappy through a range of options including issue ownership and resolution, service improvements and pricing reviews.
· Manages client relationships and expectations during the retention process.
· Maintains existing client records, in accordance with company policies, to include call notes, scheduled client interactions, contact information, and other relevant client information, in the Customer Relationship Management (CRM). Develops knowledge of current product/service portfolio as well as changes and developments within the payments industry.
· Additional adhoc duties when required.
Preferred Qualifications
· Minimum 2 years retention or relevant payments industry experience
· Proven track record of achieving Retention or sales targets
· Sales/ Retention experience, cold calling sales experience, demonstrated successful performance in previous sales job
· Proficient in Microsoft office & Google Docs
Desired Skills and Capabilities
· Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
· Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
· Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
· Decision Maker - Advanced ability to be an effective problem solver and act quickly to resolve issues
· Communication - Effective listener and communicator who is able to establish long lasting customer relationships
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].
