North American Bancard
The primary focus of the Customer Solutions Representative is to retain merchant customers, who are seeking to cancel service. This role generates sales through internal referral sources by placing outbound sales calls to former merchants to earn their business back to North American Bancard. The ideal candidate for this role is experienced in retaining customers, as well as negotiating successful deals in a loyalty or win-back environment.
What You’ll Do:
- Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB. Issues generally center around:
- Rates and Fees – educate merchant on pricing, offer competitive rate quotes and/or perform internal rate analysis
- Equipment Concerns – educate merchant on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations
- Service Concerns – serve as a point of contact for the merchant while their issues are being addressed and resolved, escalate issues appropriately to ensure immediately resolution
- MyBizPerks – educate merchant on value of the NAB loyalty program
- Maintain current understanding of NAB processing rate structures and current industry knowledge;
- Work with all departments within NAB 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;
- Special projects as assigned by management.
What we need from you:
- High School Diploma or equivalent required; some college preferred
- 1-3 years prior experience in a call center environment required
- 1-3 years prior experience as a Sales, Retention, or Loyalty Representative preferred
- Must be able to balance assertiveness and empathy when negotiating with NAB customers.
- Demonstrated ability to make independent decisions based on customer needs.
- Strong understanding of NAB Systems including TMS, EDS, & Outlook
How to be an all-star:
- Maintain a high standard of performance
- 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