Job Description
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
What you bring:
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.
Added bonus if you have:
A minimum of 1 year’s sales experience.
Merchant services or industry-related experience.
Account management experience
About the team
To learn more about our winning teams, check out our world-class teams that own it every day.
What makes a Worldpayer
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions and finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open and winning and failing as one.
Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.
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EEOC Statement
Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.
If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.