CS - AMR I

Talus Pay; Dallas (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Full suite of Health benefits

401k with Company Match

Casual dress environment

Hybrid / Remote

Job summary

Talus Pay is seeking an Account Management Representative to support and grow relationships with our merchant portfolio. You will resolve billing inquiries, maximize retention, and identify upsell opportunities via phone, email or chat.

You will defend against attrition by handling cancellations and negotiating contract terms. Responsibilities include owning at-risk accounts, negotiating pricing, explaining complex fee structures, reviewing statements, and coordinating with Risk and other teams

Qualifications

• 2+ years of customer service or account management in merchant services or payment processing.
• Advanced Excel skills, including functional formulas and pivot tables.
• Proven track record in retention or contract negotiation.

Responsibilities

• Own at-risk merchant accounts and cancellations, negotiating to retain them.
• Act as primary contact for merchants with critical issues, including funding holds and reserves.
• Explain complex fee structures and review processing statements with merchants.
• Monitor and respond to support tickets, addressing recurring issues to protect retention.
• Collaborate with Risk, Underwriting, and Client Services to resolve roadblocks.
• Identify upsell opportunities for value-added services via phone, email or chat.

Skills

Customer service

Advanced Excel

Retention / loyalty

De-escalation

Active listening

Pricing negotiations

CRM / ticketing systems

Tools

Pivot tables in Excel

CRM software

Ticketing systems

Job description

Job Summary

The Account Management Representative at Talus is responsible for supporting and growing relationships with our portfolio of merchants. In this role, an agent will resolve any billing inquiries or issues, maximize merchant retention, provide exceptional day to day support, and identify upsell opportunities for value added services via phone, email or chat. Agents will act as the frontline defender against client attrition, handling cancellations requests, resolving complex billing or fee disputes and actively renegotiating contract terms to save at risk accounts.

Job Summary

The Account Management Representative at Talus is responsible for supporting and growing relationships with our portfolio of merchants. In this role, an agent will resolve any billing inquiries or issues, maximize merchant retention, provide exceptional day to day support, and identify upsell opportunities for value added services via phone, email or chat. Agents will act as the frontline defender against client attrition, handling cancellations requests, resolving complex billing or fee disputes and actively renegotiating contract terms to save at risk accounts.

Duties And Responsibilities

• Take ownership of “at risk” merchant accounts and cancellation requests
• Actively negotiate pricing, rates and terms to save clients from moving to competitors
• Act as primary, empathetic point of contact for merchants experiencing critical issues, including holding funds, sudden reserve requirements and severe technical problems
• Review processing statements alongside merchants to explain complex fee structures
• Breakdown comprehensive interchange details to an understandable level
• Conduct regular outbound outreaches to merchants to ensure service and product satisfaction
• Partner closely with Risk, Underwriting, and other Client Services teams to swiftly resolve merchant roadblocks and advocate for merchants needs
• Utilize internal payment analysis tools to model profitable rate and fee reductions where necessary to retain accounts
• Actively monitor merchant processing volumes to detect sudden drops or anomalies that indicate a merchant may be processing elsewhere
• Monitor support tickets and memo’s to identify merchants experiencing repetitive technical or support issues and proactively step in to resolve the root cause before it impact retention
• Proactively monitor all facets of processing and service for major accounts and provide feedback as assigned

Required Skills/Abilities

• Two (2) years or more of customer service or account management experience within merchant services, payment processing or ISO environment
• Advanced Microsoft Excel Experience, with proficiency with writing functional formulas and utilizing pivot tables to manipulate large merchant datasets
• Proven track record in a retention, customer loyalty, or contract negotiation role
• Demonstrated ability to de-escalate upset clients to save accounts
• Exceptional active listening skills
• Ability to handle difficult pricing conversations calmly, professionally and with a customer-first mindset
• Experience with CRMs and ticketing systems

Assigned Schedule

Assigned shift schedule will be confirmed following completion of the applicable training.

Benefits

• Full suite of Health benefits
• 401k with Company Match
• Casual dress environment
• Flexible Work Standards Policy (Hybrid / Remote)

Company Description

Talus is a technology-driven payment processing company that puts client success above all else. While Talus stays ahead of the technology curve by providing products and services that help merchants run their business more profitably, it's the support and education our clients receive from Talus that separates Talus from the average payment processor. Recently injected with a substantial amount of investment capital, Talus is looking to go head-to-head with some of the top payment processors in the United States in areas of technology, brand recognition, and marketing. We're looking for the top 1% to help us get there.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.

Mental Requirements

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress.

Talus Payments is an EO Employer – Veterans/Disabled and other protected categories

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.