Client Service Analyst I

Global Payment Holding Company; Xico; Presencial; MXN 550,000 - 918,000; Jornada completa

Descripción de la vacante

A leading payment solutions provider is seeking a Client Advocate in Mexico, Veracruz, Xico to manage client relationships and enhance client success. Responsibilities include proactive outreach to at-risk clients, negotiating pricing plans, and addressing client inquiries. The ideal candidate will have strong interpersonal communication skills and a Bachelor's degree, with a preference for candidates with minimum 4 years of experience in the credit card industry. This role offers an opportunity to make a significant impact on client success.

Formación

• Relevant experience in client management or a related field.
• Typically requires a minimum of 4 years relevant experience in the credit card industry.
• Ability to learn to use professional concepts applicable to the role.

Responsabilidades

• Proactively reach out and retain at-risk clients.
• Negotiate pricing plans and contract extensions with clients.
• Handle high volume and high-risk pricing reviews.
• Respond to inbound inquiries from internal departments and clients.

Conocimientos

Strong interpersonal communication

Empathy

Negotiation

Problem solving

Effective written and oral communication

Educación

Bachelor's Degree

Herramientas

Salesforce

Netsuite

Excel

G Suite

Descripción del empleo

Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best‑in‑class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

• Our worldwide team helps over 3 million companies more than financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best‑in‑class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Client Advocacys mission is to deliver differentiated experiences that literally make our clients more successful in achieving their vision. This is accomplished through collaboration consulting and advocacy.

Done well we will create positive business outcomes for Global Payments.

A Client Advocate is cross-trained and multi-skilled with a deep understanding of the payment processing industry. We are responsible for delivering relationship management level support to Global Payments general portfolio. This is accomplished through proactive engagement and connecting the value of our integrated solutions to the success of their business. By demonstrating strong skills in the areas of empathy negotiation interpersonal communication and problem solving skills we will maintain long‑term client relations with the existing customer base while reducing attrition and increasing revenue.

The Client Advocate will research complex issues to identify root cause and work with leadership so long term solutions to process and / or service failure points are continuously implemented. This position is instrumental in identifying and sharing feedback on competitive activity and client feedback within each market.

What Part Will You Play

Proactively Reach Out and Retain At‑Risk Clients

Use of various CRMs -Salesforce Netsuite etc. internal tools and programs to help aid our clients and their accounts

Resolution may involve investigation into clients support history or needs analysis based on clients business needs

Report on client interactions to drive key learnings for management and the company

Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business

Maintain relationships with prior clients to help service their accounts when necessary

Address escalations that impact the client continuing to work with the company

Responding to NPS feedback to effectively resolve client concerns

Reaching out to new accounts to train and educate on the complexities integrated processing

Handle-High Volume and High-Risk Pricing Reviews

Have value-driven and relationship building conversations with clients while addressing pricing needs

Work together with Client Care and Pricing Analysis teams to address pricing requests through proactive efforts

Negotiate with clients to establish a pricing plan both our company and their business can agree upon to successfully proceed

Educate and answer client questions in regards to pricing structures rates fees interchange and statements

Negotiated contract extensions when pricing adjustments are needed through the use of Addendums

Business Partner Escalations and Client Experience Campaigns

Effective handling of at‑risk client escalations shared through our mutual business Partner relationships

Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts

Client Support Functions

Responds to inbound IM phone and email inquiries from internal departments clients and partners regarding the use of Global Payments products and services

Acts as central point of contact to high-profile clients as needed

Maintain ongoing client relationships and account management as needed

This list is not all-inclusive as additional duties may be assigned by the supervisor.

What Are We Looking For in This Role

Minimum Qualifications

Bachelors Degree

Relevant Experience or Degree in : Bachelors degree or the equivalent of training and experience

Typically No Relevant Experience Required

Preferred Qualifications

• Typically Minimum 4 Years Relevant Exp
• In the credit card industry
• GSuite Gmail
• Excel
• Microsoft
• Netsuite
• Salesforce

What Are Our Desired Skills and Capabilities

Skills / Knowledge – Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.

Job Complexity – Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.

Supervision – Normally receives detailed instructions on all work.

Problem Solving – Ability to solve problems using experience and good judgment

Effective Communication – Demonstrated effective written and oral communication skills

Technical Aptitude – Ability to understand and communicate technical changes in easy to understand business terms

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .

Required Experience :

IC