Client Service Analyst I

Total System Services; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

A leading company in the payments processing industry is seeking a Client Advocate. This role focuses on client relationship management, addressing pricing needs, and driving positive outcomes through proactive engagement. Candidates should possess strong negotiation and communication skills, with a Bachelor's Degree preferred. The position offers potential for career growth in a dynamic environment.

Qualifications

• Bachelor's degree or equivalent training and experience.
• Preferred minimum 4 years relevant experience in credit card industry.
• Strong skills in negotiation and effective communication.

Responsibilities

• Proactively engage at-risk clients to maintain relationships.
• Negotiate pricing plans and contract extensions.
• Respond to inbound inquiries and resolve client concerns.

Skills

Negotiation

Interpersonal Communication

Problem Solving

Empathy

Effective Communication

Technical Aptitude

Education

Bachelor's Degree

Tools

Salesforce

Excel

Netsuite

GSuite

Gmail

Microsoft

Job description

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 1,300 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 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.

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 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 agree upon to successfully proceed
●Educate and answer client questions in regards to pricing structures, rates, fees, interchange, and statements
●Negotiate 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

• Bachelor's Degree
• Relevant Experience or Degree in: Bachelor's 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 [e-mail].