Retention Associate II

About the Team

The Client Success team thrives on creative problem-solving, deep product expertise, and a commitment to delivering seamless merchant experiences. We approach each day as an opportunity to make a meaningful impact, ensuring our merchants receive top-tier support and guidance.

Responsibilities

• Retention & Revenue Protection: Reactively address merchant inquiries through inbound phone queues and assigned cases, focusing on retention and turning challenging situations into positive outcomes.
• Contract Conversations: Engage with merchants considering cancellation, clearly communicating contract terms and, when appropriate, ensuring adherence to contractual obligations.
• Merchant Support: Deliver best-in-class service by resolving issues, answering questions, and providing guidance on products, pricing, and value-added services.
• Upsell & Cross-Sell: Identify opportunities to recommend additional products and services that help merchants optimize their payment solutions.
• Collaboration: Partner with internal teams to resolve complex issues and ensure a seamless merchant experience.
• Queue & Case Management: Manage inbound and outbound calls as well as case assignments from other teams or after-hours, meeting or exceeding service level agreements (SLAs).
• Data-Driven Insights: Analyze merchant statements to provide rate reviews and actionable guidance.
• CRM & Pipeline Management: Maintain accurate records of interactions, opportunities, and outcomes in CRM tools.
• Continuous Improvement: Share insights and feedback to improve processes and merchant satisfaction.

Requirements

• 1–2 years of experience in sales, negotiation, or problem-solving roles.
• Strong mathematical and analytical skills, including comfort with percentages and rate calculations.
• Proven ability to handle difficult conversations with professionalism and empathy.
• Excellent communication skills—both verbal and written.
• High computer literacy, including proficiency in Excel, Outlook, and CRM systems.
• Critical thinking, adaptability, and a proactive approach to learning.
• Strong organizational and time management abilities.
• Team-oriented mindset with the ability to work independently.
• Flexibility to support varying shifts as needed.

Qualifications

• Experience in merchant services or payments industry.
• Account management background.
• Call center background.

Benefits

• Competitive salary and comprehensive benefits.
• Career development tools, resources, and growth opportunities.
• The chance to tackle some of the most impactful challenges in the payments industry.
• Paid time to support charities and give back to your community.

Pay

For this full-time position, the good faith estimated annual salary range upon hire is $25.14–$37.37 per hour. This range reflects what we reasonably expect to offer based on the role’s responsibilities, level, and geographic location. The actual starting salary will be determined by a candidate’s experience, job-related skills, and relevant education or training. This position is eligible for commission. Changes in work location may impact the final offered salary.