Bilingual French Merchant Solutions Client Retention Specialist

Role Overview

• To promote the business and customer loyalty by contacting merchants to retain and re-negotiate the price, contract and profitability of franchise-able banking customers with products knowledge and training knowledge of products and services and referring them to appropriate team members or internal Bank partners.
• The inbound Client Relations Specialist will also assist in other tasks assigned as per the needs of the business.
• Create legendary experiences at every interaction and look for ways to contribute to the ongoing improvement of the overall merchant customer experience.
• Able to ensure customer problems are handled appropriately, escalating issues when necessary.
• Able to quickly defuse customer escalations by build strong rapport with clients.
• Help drive our LEI/CEI program results and demonstrate our Comfort Promise.
• Possess strong financial acumen and have the ability to quickly analyze the customer’s existing MS metrics and competitive offerings while not significantly compromising the pricing margins of the account.
• Present solutions that support the merchant ongoing business needs.
• Take advantage of all opportunities to sell TD Merchant Services products and services by proactively acting on customer needs.
• Able to multitask in a fast pace environment.
• Achieve planned adherence and average handle time goals to ensure service levels are achieved.
• Ensure administrative and call quality control is completed at an above average level.
• Elevate through the proper channels and manage the completion of all related Pricing requests within established timeliness.
• Ensure to escalate customer concerns within a timely fashion.
• Contribute to a positive working environment.
• Actively participate in the performance management process.
• Meet professional/personal development objectives by utilizing learning maps.

Requirements

• Superb negotiation skills
• Listening Skills
• Problem solving oriented
• Able to work under minimal supervision, and under pressure
• Excellent phone techniques and good aptitude to communicate effectively
• Demonstrate tact, diplomacy and patience towards customers
• Excellent verbal and written communication skills
• Good working knowledge of credit and pricing policies
• Strong customer-centric approach
• Knowledge of Merchant Services industry
• Working knowledge of practices and procedures as related to Visa Canada
• Bilingual (French & English) is required

Benefits

• health and well-being benefits
• savings and retirement programs
• paid time off
• banking benefits and discounts
• career development
• reward and recognition programs