Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB.
Educate merchants on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations
Serve as a point of contact for the merchant while their issues are being addressed and resolved, and escalate issues appropriately to ensure immediately resolution
Maintain current understanding of North processing rate structures and current industry knowledge
Work with all departments within North to identify the best solution to the merchant’s concerns
Determine the “root cause” of merchant dissatisfaction if cancellation is inevitable
Make suggestions to management for improving processes to reduce account closures

High School Diploma or equivalent required
Some college coursework preferred
Minimum one (1) year experience in a call center environment required
Minimum one (1) year experience as a Sales, Retention, or Loyalty Representative preferred
Must be able to balance assertiveness and empathy when negotiating with North customers
Demonstrated ability to make independent decisions based on customer needs
Excellent oral and written communication skills
Demonstrated ability to achieve and exceed goals and objectives
Ability to provide a delightful experience to our customers during times of adversity

Customer Retention Representative

Key skills