Senior Retentions Advisor at Global Payments

Dublin, County Dublin, Ireland

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Minimum 2 years retention or relevant payments industry experience
Proven track record of achieving Retention or sales targets
Sales/Retention experience, cold calling sales experience, demonstrated successful performance in previous sales job
Proficient in Microsoft Office & Google Docs
Substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks
Ability to work on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations
Normally receives little instruction on daily work, general instructions on newly introduced assignments
Advanced ability to be an effective problem solver and act quickly to resolve issues
Effective listener and communicator who is able to establish long lasting customer relationships

Undertake specific tasks and projects as directed by management
Maintain Retention team email inbox and delegate “At risk requests” to retention team members as per assigned lead rotation
Monitor and report trends within the payments industry
Manage a portfolio of clients for the company
Contact customers via phone and email to reduce company churn through proactive and reactive retention processes
Manage all price plan migrations from customer requests
Respond to customer requests for information and assist customers who are in distress or unhappy through issue ownership and resolution, service improvements, and pricing reviews
Manage client relationships and expectations during the retention process
Maintain existing client records in accordance with company policies, including call notes, scheduled client interactions, contact information, and other relevant client information in the CRM
Develop knowledge of current product/service portfolio as well as changes and developments within the payments industry
Assist management with coaching and training of new employees, weekly and monthly reports, pricing requests, cancellation requests, and account management
Ensure delivery of retention targets to reduce company churn and complete required documentation
Additional adhoc duties when required