Customer Solutions Representative (Retention)
Core
Retain existing merchant accounts by resolving concerns related to pricing, equipment, service, and payment solutions while identifying practical ways to preserve their business.
Role type
Customer Solutions Representative (Retention)
Builds
Merchant retention and loyalty within the payments industry
Domain
Payments / Financial Services
Deliverable
client delivery
Required skills
consultative customer service, retention problem-solving, sales-oriented communication, internal rate analysis, equipment recommendation, program education, cross-functional collaboration, root cause analysis
Preferred skills
sales experience, account management experience, loyalty program experience
Responsibilities
Retain existing merchant accounts by identifying concerns, resolving outstanding issues, and clearly communicating the value of continuing the relationship; Address pricing and fee questions by explaining applicable rate structures, providing competitive quotes, and conducting internal rate analysis when appropriate; Help customers understand basic equipment functionality, identify when alternative equipment may be more suitable, and provide relevant recommendations; Act as a customer point of contact while service issues are being addressed, coordinating with internal teams and escalating matters appropriately to support timely resolution; Educate merchants on available loyalty and payment-related programs and explain how these offerings can support their business; Identify the underlying causes of customer dissatisfaction and determine opportunities to improve retention, particularly when cancellation appears likely; Share recommendations with management regarding processes or recurring issues that could help reduce account closures