Merchant Success & Retention Specialist

Talus; Dallas (TX); Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401k with Company Match

Casual dress environment

Flexible Work Standards Policy (Hybrid

Job summary

Talus seeks 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.

As frontline defender against attrition, you will handle cancellations and renegotiate terms to save at-risk accounts while collaborating with Risk and Client Services teams to resolve issues effectively.

Qualifications

• 2+ years in customer service or account management within merchant services or payment processing
• Advanced Excel skills including formulas and pivot tables
• Proven track record in retention or contract negotiation
• Ability to de-escalate upset clients to save accounts
• Experience with CRMs and ticketing systems

Responsibilities

• Own at-risk merchant accounts and cancellation requests
• Negotiate pricing, rates and terms to save clients from leaving
• Serve as primary contact for merchants with critical issues
• Explain complex fee structures and processing statements
• Monitor merchant activity to detect declines or anomalies
• Collaborate with Risk, Underwriting and Client Services to resolve roadblocks
• Proactively address recurring issues to protect retention

Skills

Account Management

Customer Service

Billing & Pricing

Excel

CRM Software

Negotiation

Data Analysis

Tools

CRM Systems

Ticketing Systems

Job description

Talus seeks 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.

As frontline defender against attrition, you will handle cancellations and renegotiate terms to save at-risk accounts while collaborating with Risk and Client Services teams to resolve issues effectively.