Retention Associate II - Merchant

FIS Global - Cincinnati, OH

Posted: 3/10/2024 - Expires: 6/8/2024

Job ID: 270821151

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Job Description

Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
High School Diploma

Job Description

The Company

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

The Opportunity

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate, and above all fun.

Worldpay from FIS growth is on the backs of every single team member--it is individuals working together to make success happen. By leaving no rock unturned, we can find new opportunities for continued growth everywhere. Worldpay from FIS Client Engagement & Retention team is comprised of master creative problem solvers that are experts in product, pricing, and value-added services with the aim of delivering a seamless merchant experience. We take nothing for granted and accept that every day is a new chance to make a rewarding impact.

About the Team

The Client Engagement team is rooted in relationship building that focuses on cultivating lasting relationships with our customers, colleagues, and communities. Our Vision is to elevate and enhance engagements with an overarching focus on providing the greatest customer experience with every interaction. We operate in a fast-paced everchanging environment that requires attention to detail and creative solutioning. Creating value through products, services, education, and issue resolution is our focus. We bring exceptional value to our customers and our partners by offering a powerful combination of service, technology, reliability, and trust. Consistent engagement with our customers delivers an experience that enables businesses to thrive and succeed in the ever-changing payments world.

What you will be doing

You will be striving to make a positive revenue impact across all lines of business, while providing merchants a best-in-class customer experience. Reducing attrition and turning negative circumstances into a positive experience with our merchants and getting ahead of any potential flight risks. This role requires a strong emphasis on building trust and rapport with an assigned book of business to establish intrinsic value with all our relationships.

You will work with our existing merchants on upselling the company's products and or services
You will review the accounts holistically and identify new opportunities for our merchants to improve the way they accept their payments
Providing a best-in-class merchant experience is a key component of this role
Establish future merchant projects and qualify new opportunities
You will work closely with Internal Departments and oversee the day-to-day relationship with the merchant
Accepts and completes assignments with open, cooperative, positive, and team-oriented attitudes
You will be a key component in establishing strategic proactive & reactive marketing campaigns
Sells the company's products, systems and/or services via telephone (inbound and/or outbound) or electronic means to customers in assigned portfolio or individual accounts.
Acquires and applies in-depth technical knowledge of products, systems, and services.
Responsible for renewing, expanding, and closing of contracts for assigned portfolio or account.
Responsible for client satisfaction, maintaining client communication, overall management of the relationship and client retention activities.
Increases sales for assigned portfolios or accounts.
Demonstrates knowledge of the organization's various products and maintenance contracts.
Educates customers on the best business practices and associated contractual implications.
Ensures customer awareness and understanding of applicable product elements.
Renegotiates rates and fees resulting in an extended contract when appropriate
Review and analyze merchant statements to provide proper rate review and rate guidance to merchants
Responsible for proper pipeline management within CRM tools
Responsible for taking inbound queue calls and making outbound calls
May be required to perform other related duties as assigned

What you bring

1-2 years sales/negotiation/problem solving experience
Strong mathematical skills required
Ability to handle and diffuse difficult conversations with respect, sureness, and courtesy
Computer Skills- Excellent knowledge of Excel, Outlook, and overall computer literacy
Ability to understand and calculate with percentages
Critical thinker and adaptability
Able to follow through and maintain merchant contact and keep merchants informed on next steps
Communicates ideas both verbally and in written form in a clear, concise, and professional manner
Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business
Ability to understand and apply concepts
Ability to handle projects commensurate with job expectations
Ability to analyze and solve problems using learned techniques and tools
Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
Flexibility, versatility, dependability
Knowledge of FIS products and Services
Organizational and time management skills required
Strong problem-solving skills
Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Is resourceful and proactive in gathering information and sharing ideas
Ability to work both independently and in a team environment
Some flexibility of hours is required
All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their leader, subject to reasonable accommodation.

Additional Bonus if you have

A minimum of 1 year's sales experience.
Merchant services or industry-related experience.
Account management experience

What we offer you

Competitive salary and excellent bonus potential (upon entering a full sales executive role)
A broad range of professional education and personal development possibilities - FIS is your final career step!
A fantastic range of benefits including private medical cover, dental cover, and travel insurance

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $19.15 - $31.61 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.
Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

For positions located in the US, the conditions below apply.

If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check)

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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Job Summary

Employment Type:: Full Time Employee
Job type:: Federal Contractor
Skill Based Partner:: No
Education Level:: High school graduate
Work Days:: Mon, Tue, Wed, Thu, Fri
Job Reference Code: 78527358
Salary: N/A
Licenses / Certifications:: N/A; Applied Math: 6; Graphic Literacy: 5; Workplace Documentation: 5

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Retention Associate II - Merchant

FIS Global - Cincinnati, OH

Job Description

Job Summary