Retention Senior Specialist

EVO Payments, Inc. is a leading payment technology and services provider. EVO offers a number of innovative, reliable, and secure payment solutions to merchants ranging from small and mid-size enterprises to multinational companies and organizations across the globe with offices across the Americas, Europe, and China. As a fully integrated merchant acquirer and payment processor in over 50 markets and 150 currencies worldwide, EVO provides competitive solutions that promote business growth, increase customer loyalty, and enhance data security in the markets it serves.

About the role:

The Senior Specialist, Retention is responsible for managing the retention of existing merchant accounts through proactive and reactive means. The Senior Specialist, Retention will also optimize the company s portfolio by protecting revenue, volume and merchant count.

Be a part of a team where you will:

• Retain merchant accounts by assessing and responding to merchant concerns including rates, fees, contract terms, processing solutions, and/or service issues.
• Answer inbound calls via ACD, from merchants, IPOS partners, and internal call transfers.
• Access, understand and document multiple CRM systems to retrieve account information, billing information, transaction records, and terminal details.
• Maintain work queue and complete assigned work within published SLA.
• Make outbound calls to customers that may require additional research and assistance.
• Identify and escalate caller complaints to the appropriate internal teams, supervisor and/or management staff.
• Communicate and analyze merchant pricing, submit rate reviews, and present pricing recommendations to merchant.
• Reduce company liabilities by retrieving non-active equipment, including DataCap and terminals.
• Create appropriate tickets in CRM to close and bill merchant accounts.
• Ability to handle multiple projects, work in a fast-paced environment and meet deadlines.
• Categorize and report merchant trend closures to management.
• Attend and participate in monthly 1:1 s, review monthly metrics and benchmarks, and collaborate with management to create monthly goals in alignment with team goals.
• Consistently at work and on time. Ensures work responsibilities are covered when absent. Arrives at meetings and appointments on time.
• Problem Solving: Actively listening to evaluate merchants needs then offers solutions that meets their needs.
• Creative Thinking: Offer ideas and suggestions to improve merchant interactions and process resulting in increased merchant retention.
• Professionalism: Approaches peers and management in a tactful manner. Reacts well under pressure. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions. Follows through on commitments.

About you:

• Call Center experience for a minimum of 2- 3 years
• High School diploma required
• BS or BA preferred
• 2+ years Merchant Services experience preferred
• Previous experience in a retention or escalations department preferred
• Sales experience with excellent verbal and interpersonal skills preferred
• Ability to meet or exceed quotas
• Strong verbal communication, active listening skills, and strong math skills
• Bilingual in verbal and written communication preferred
• Ability to probe, identify customer issues and negotiate a plan of action to retain merchant
• Attention to detail, well organized with diligent follow up skills
• Proficient knowledge of CRM systems (IE: Sales Force)
• Proficient computer knowledge including Microsoft Word, Excel, and Outlook.

What can EVO do for you?

• Own your destiny with a worldwide payments industry leader where you can learn, grow, and advance
• Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more
• Thrive in a collaborative culture that supports innovation

Our people are the key to our success. Our commitment is to build a diverse, safe, and resilient culture that evolves with the needs of our people and the communities in which we operate. We are dedicated to creating a workspace environment that provides a sense of purpose for our people and supports each of us to learn, develop, and reach our full potential. Our culture and values are grounded in service, integrity, diversity, teamwork, and taking ownership of our actions and reputation.

Disclaimer

The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.

EVO Payments Inc. is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.