Merchant Success & Retention Specialist (Hybrid/Remote)

Talus Payments; Dallas (TX); Hybrid; USD 52,000 - 75,000; Full time

Benefits offered by this job

Full suite of Health benefits

401k with Company Match

Casual dress environment

Hybrid / Remote work

Job summary

Talus Payments in Dallas seeks an Account Management Representative to support and grow relationships with our merchants. You will resolve billing inquiries, maximize retention, and identify upsell opportunities via phone, email or chat, serving as the frontline defender against attrition.

You will negotiate terms to save accounts, review fee structures with merchants, and collaborate with Risk and Underwriting to resolve roadblocks.

Qualifications

• Two 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

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

Skills

Customer service

Account management

Negotiation

Active listening

De-escalation

Pricing conversations

CRM systems experience

Tools

Excel

CRM systems

Ticketing systems

Job description

Talus Payments in Dallas seeks an Account Management Representative to support and grow relationships with our merchants. You will resolve billing inquiries, maximize retention, and identify upsell opportunities via phone, email or chat, serving as the frontline defender against attrition.

You will negotiate terms to save accounts, review fee structures with merchants, and collaborate with Risk and Underwriting to resolve roadblocks.