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 Retention Advisor will play a crucial role in retaining existing customers by identifying and addressing customer concerns, resolving issues and enhancing the overall customer experience. Activities include pricing requests, cancellation requests and account management. The Retention Advisor is a key member of the retention team, 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?

· 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 ad hoc duties when required

Preferred Qualifications

· Proven track record of achieving Retention or sales targets

· Sales/ Retention experience, cold calling sales experience, demonstrated successful performance in previous sales job

Desired Skills and Capabilities

· 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

· Soft Skills - Proficient in Microsoft office, specifically excel. Previous experience with Google Sheets also preferred

· 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 jobs@globalpay.com.

Retentions Advisor

Job Description