Client Service Analyst I at Global Payments

Cuajimalpa de Morelos, Mexico City, Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, FinTech, Financial ServicesIndustries

Requirements

Cross-trained and multi-skilled with a deep understanding of the payment processing industry
Strong skills in empathy, negotiation, interpersonal communication, and problem solving
Proficiency in using various CRMs (e.g., Salesforce, Netsuite), internal tools, and programs

Responsibilities

Proactively reach out and retain at-risk clients via phone and email to drive the value of services and solutions to their business success
Use CRMs, internal tools, and programs to aid clients and their accounts, including investigating support history or conducting needs analysis
Report on client interactions to drive key learnings for management and the company
Maintain relationships with prior clients to service their accounts when necessary
Address escalations that impact clients continuing to work with the company
Respond to NPS feedback to effectively resolve client concerns
Reach out to new accounts to train and educate on the complexities of integrated processing
Handle high-volume and high-risk pricing reviews through value-driven, relationship-building conversations
Collaborate with Client Care and Pricing Analysis teams to address pricing requests proactively
Negotiate with clients to establish pricing plans, including contract extensions via Addendums
Educate clients on pricing structures, rates, fees, interchange, and statements
Effectively handle at-risk client escalations shared through business partner relationships
Assist business partners with focused campaigns to enhance client experience and reduce attrition
Respond to inbound IM, phone, and email inquiries from internal departments, clients, and partners regarding Global Payments products and services
Act as central point of contact to high-profile clients, as needed
Maintain ongoing client relationships and account management, as needed
Research complex issues to identify root causes and work with leadership to implement long-term solutions
Identify and share feedback on competitive activity and client feedback within each market