Merchant Success & Retention Specialist

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

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