Job Title: Retention Specialist
What does a great successful Retention Specialist do at Fiserv?
You will be a critical member of our team and engage in advanced sales negotiations to retain our customers, while maintaining profitability for our company and differentiating our brand from the competition. This is a customer-facing, telephone-based role working with customers who would like to renegotiate rates or have expressed a desire to cancel their account. You will research the customer situation, typically while on the phone with the customer, and be empowered to think outside of the box and critically, going above and beyond to deliver the best resolution pathway that results in avoiding cancellation.
What you will do:
- Build rapport with existing customers using your assertiveness and confidence while assessing the customer’s needs by asking probing questions, negotiating, de-escalating issues, and educating them on the value of maintaining their account with us to achieve a mutually beneficial resolution.
- You will have a strong sense of urgency and ability to manage multiple customers concurrently, utilizing problem-solving strategies to best position Fiserv’s products and services to help you retain clients.
- Utilize your attention to detail to identify areas for improvement or resolve issues or concerns.
- Quickly change priorities based on case volume and evolving customer needs. Your ability to maintain composure, resilience and flexibility will help you be successful in this role.
- Use your high level of autonomy, initiative, collaboration, creativity, resourcefulness, reliability and diplomacy.
- Complete detailed rate/pricing reviews, limiting compression.
- Continuously learn and improve your skills and knowledge.
- Effectively communicate with client with your strong phone presence and ability to engage customers and negotiating on behalf of the company and customer.
What you will need to have:
- High School Diploma
- Account Management or Customer Service experience in a high-volume sales environment
What would be great to have:
- Bachelor’s degree
- Customer retention experience strongly suggested
- Experience in the financial industry (merchant services, credit card, banking)
- Salesforce CRM experience
- Prior experience negotiating rates
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R-10354086
