Customer Relations Representative

North American Bancard Los Angeles, CA
Job Description

Founded in 1996, Total Merchant Services has helped more than 500,000 small-and-medium-sized businesses with their payment processing needs, and the company currently processes more than $12 billion in credit and debit card transactions annually. Total has become a leader in the bankcard business by providing cost-effective solutions and exemplary service to help merchants and our sales partners succeed.


Customer Relations' Specialist in our Retention Department engage in advanced sales negotiations in order to retain our merchants while maintaining profitability in their accounts. This position requires an energetic, solution selling individual that can differentiate our brand from the competition. Bringing a high level of customer service to our merchant base while adding value to their processing account.

This position will develop and maintain excellent relations with new and existing customers resulting in increased levels of customer retention. This is to be achieved through proactive and reactive communication with our customers who have either expressed a wish to cancel their services with us or whose recent account activity indicates that they may be considering cancellation of services. This position will play a key role in securing revenue and customer delight.


* Renegotiating pricing, contracts and working through advanced statement and profitability analysis

* Engage throughout negotiation with listed partner on account, understanding and communicating the impact on our business partner

* Responsible for taking and making calls that meet minimum requirements

* Documenting call/retention results

* Develop and maintain a thorough understanding of Total Merchant Service's cost and the bottom line

* Develop and maintain a thorough understanding of applicable products and services as they evolve

* Knowledge of competition and what we go up against

* Increase knowledge through internal resources, supervisors, fellow employee's, company trainings, and trade publications

* Maintains a high degree of ethical behavior in all aspects of daily business including relationships with merchants, Partners and co-workers

* Builds and maintains strong working relationships with all Total Merchant Services' employees and departments by keeping a positive attitude and a collaborative focus in all interactions

* Manages and organizes a high level of productivity through the effective use of all available resources including database systems and query reports

* Adhere to company policies as defined

* Accept and complete assignment with open, cooperative, positive, and team oriented attitudes

* Actively participate in team meetings and 1 on 1 communications

Job Requirements


* High School Diploma or G.E.D.

* Retention or Payment industry experience preferred

* sales negotiation

* Excellent verbal and written communication skills

* Strong attention to detail

* Ability to manage multiple priorities

* Excellent organizational skills, including multi-tasking and prioritization in a fast-paced work environment

* Strong customer service skills

* Ability to problem solve and de-escalate upset customers

North American Bancard reserves the right to alter this description at any time. North American Bancard practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, protected disability, marital status, familial status, veteran status, height, weight or citizenship.