Client Advocate

Greater Giving, Inc.; Lindon (UT); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company in the payment processing industry seeks a Client Advocate to deliver relationship management support. This role focuses on retaining at-risk clients and ensuring their success by providing tailored solutions and insights, alongside effective communication and problem-solving skills. Candidates with a Bachelor's degree and customer service experience in the credit card industry will thrive in this dynamic environment.

Benefits

Eligible for merchant operations bonus award program

Qualifications

• 1+ years of Customer Service experience required.
• Strong organization and detail-oriented.
• Ability to learn new technologies and meet performance standards.

Responsibilities

• Manage client relationships and resolve escalations.
• Conduct high-volume pricing reviews and client trainings.
• Act as the central contact for high-profile clients.

Skills

Customer Service

Analytical Skills

Communication

Negotiation

Problem Solving

Education

Bachelor's Degree

Tools

Salesforce

Netsuite

Excel

Microsoft

Job description

Purpose

Client Advocacy’s 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 Integrated.

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 Integrated’s 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.

Essential Duties

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 client’s support history or needs analysis based on client’s 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 successfully continue with

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

• Negotiate contract extensions when pricing adjustments are need 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 Integrated 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.

Required Qualifications

• 1+ years of Customer Service experience

• Strong organization and analytical abilities

• Detail-oriented

• Ability to learn new technologies

• Strong leadership skills

• Self starter

• Highly articulate in phone and email communication

• Able to meet standard key performance indicators and service level agreement standards

Preferred Qualifications

• Bachelor's Degree

• 1+ Year in the Credit Card Industry

• 1+ years of account management or sales

Competencies

• GSuite, Gmail

• Excel

• Microsoft

• Netsuite

• Salesforce

The position listed in this requisition is ineligible for the new hire referral bonus award program. However, it is eligible for the US Merchant Operations bonus award program.