Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB.
Educate merchant on pricing, offer competitive rate quotes and/or perform internal rate analysis.
Educate merchant 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.
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