Merchant Services Retention Spec

TD Bank; Lewiston (ME); On-site; USD 33,000 - 45,000; Full time

Job summary

TD Bank in Lewiston, Maine is seeking a Merchant Services Retention Specialist to advise customers on pricing, onboarding, and billing setup, and to reactivate dormant accounts. The role focuses on reducing attrition and expanding relationships with existing merchants.

Key duties include maintaining strong relationships, responding within SLA, and identifying at-risk portfolios to protect revenue. Strong communication and analytical skills are essential for success in this position.

Qualifications

• Strong knowledge of merchant industry, products and services
• Relationship management, sales and negotiation skills preferred
• Experience evaluating financial data and merchant processing statement activity preferred
• Demonstrated attention to detail and strong analytical ability
• Excellent communication skills, including strong writing ability
• Strong PC skills, including experience with on-line and third party reporting systems

Responsibilities

• Establishes and maintains strong business relationships with Merchant Services customers, exchanges information and ensures high quality customer service is provided
• Maintains contact with existing relationships to reduce merchant attrition
• Promotes Merchant Services by responding to customer inquiries within our Service Level Agreement
• Initiates calls based on portfolio's that are at risk for leaving the bank to ensure retention of account
• Provides superior service exceeding expectations on every contact
• Follows-up on retention leads to reduce attrition
• Consistently follows established processes and procedures
• Promotes the business by preventing account attrition through due diligence in decision making when re-negotiating the pricing and profitability of franchise-able banking customers
• Ensures new sales acquired contribute positively to the overall net income of our organization

Skills

Merchant industry knowledge

Relationship management

Sales and negotiation

Analytical ability

Excellent communication

Education

High School diploma or equivalent

Tools

Online reporting tools

Job description

Work Location:

Lewiston, Maine, United States of America

Hours:

40

Pay Details:

$24.00 - $33.50 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Personal & Commercial Banking Job Description:

The Merchant Services Retention Specialist retains and expands relationships by advising Merchant Services customers on pricing, on boarding, equipment/billing set-up and any other request the customer presents. The role also contacts inactive merchants in an effort to reestablish the relationship and reactive the account.

Depth & Scope:

• Establishes and maintains strong business relationships with Merchant Services customers, exchanges information and ensures high quality customer service is provided
• Maintains contact with existing relationships to reduce merchant attrition
• Promotes Merchant Services by responding to customer inquiries within our Service Level Agreement
• Initiates calls based on portfolio's that are at risk for leaving the bank to ensure retention of account
• Provides superior service exceeding expectations on every contact
• Follows-up on retention leads to reduce attrition
• Consistently follows established processes and procedures
• Promotes the business by preventing account attrition through due diligence in decision making when re-negotiating the pricing and profitability of franchise-able banking customers
• Ensures new sales acquired contribute positively to the overall net income of our organization

Education & Experience:

• High School diploma or equivalent
• Strong knowledge of merchant industry, products and services, including electronic payment processing practices
• Relationship management, sales and negotiation skills preferred
• Experience evaluating financial data and merchant processing statement activity preferred
• Demonstrated attention to detail and strong analytical ability
• Excellent communication skills, including strong writing ability
• Strong PC skills, including experience with on-line and third party reporting systems

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel - Occasional
• International Travel - Never
• Performing sedentary work - Continuous
• Performing multiple tasks - Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds - Occasional
• Sitting - Continuous
• Standing - Occasional
• Walking - Occasional
• Moving safely in confined spaces - Occasional
• Lifting/Carrying (under 25 lbs.) - Occasional
• Lifting/Carrying (over 25 lbs.) - Never
• Squatting - Occasional
• Bending - Occasional
• Kneeling - Never
• Crawling - Never
• Climbing - Never
• Reaching overhead - Never
• Reaching forward - Occasional
• Pushing - Never
• Pulling - Never
• Twisting - Never
• Concentrating for long periods of time - Continuous
• Applying common sense to deal with problems involving standardized situations - Continuous
• Reading, writing and comprehending instructions - Continuous
• Adding, subtracting, multiplying and dividing - Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package:

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and v