Customer Solutions Representative

What you'll do

• Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB.
• Issues generally center around: Rates and Fees – educate merchant on pricing, offer competitive rate quotes and/or perform internal rate analysis;
• Equipment Concerns – educate merchant on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations;
• Service Concerns – serve as a point of contact for the merchant while their issues are being addressed and resolved, escalate issues appropriately to ensure immediately resolution;
• PaymentsHub – educate merchant on value of the NAB loyalty program;
• Maintain current understanding of NAB processing rate structures and current industry knowledge;
• Work with all departments within NAB to identify the best solution to the merchant’s concerns;
• Determine the “root cause” of merchant dissatisfaction if cancellation is inevitable;
• Make suggestions to management for improving processes to reduce account closures;
• Special projects as assigned by management.

What we need from you

• A High School Diploma or equivalent required;
• Some college preferred;
• 1-3 years prior experience in a call center environment required;
• 1-3 years prior experience as a Sales, Retention, or Loyalty Representative preferred.

Who we are

We are committed to helping entrepreneurs grow their businesses. As an end-to-end payment solutions company, we provide everything business owners need to get paid, whether they serve customers in a physical storefront, online, or both.

What we offer

• We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally.
• Medical, Dental, & Vision Coverage;
• PTO: Vacation, Sick, Holidays;
• Birthday Holiday;
• Education Assistance;
• 401(k) + Match;
• Mental Health Support & Well-Being Program;
• Company-funded Lifestyle Spending Account;
• Salary Range: $15.00-$17.00 per hour + monthly bonus.