New Position: Retention Specialist
Location: Irving, TX (on-site)
Reporting to: Director of Operations
Compensation: $20 - $24 per hour + monthly bonus potential + annual bonus potential
Do you have experience working in Retention in the Payments, Merchant Services, or Payment Processing industry? If so, this may be the opportunity you’ve been hoping for.
Gather Resources is looking for a strong candidate with hands-on Retention experience in the Merchant Services Industry to be the very first Retention Specialist for our client located in Irving, TX. As a Retention Specialist, provide retention support by leveraging your industry knowledge and experience, coupled with your listening, de-escalation, and problem-solving skills, to resolve issues and offer new solutions to ensure customer satisfaction and retention. Play a critical role in ensuring the overall quality and satisfaction of merchants and their related services. Assist with monitoring and evaluating various processes, identifying areas for improvement, and ensuring services consistently meet industry standards and customer expectations.
Role & Requirements:
Develop knowledge of products and services offered by the client to recommend solutions
Field cancellation calls from merchants and identify pain points
Recommend applicable solutions to address merchant concerns and prevent cancellation
Coordinate with internal teams to solve problems and issues
Craft policies, protocols, and standard operating procedures to design department operations
Ensure a high level of customer satisfaction through proactive support and active listening
Maintain thorough and accurate records of customer interactions, reviews, and actions taken
Responsible for proper pipeline management within CRM tools: record details of requests, updates performed, and resolutions
Stay up-to-date with industry regulations and internal compliance requirements to ensure new merchant activities align with all applicable standards
Identify opportunities to enhance operational efficiency and quality
Lead retention efforts to maintain or increase volume retention across the portfolio
Collaborate with relevant teams to implement process improvements and best practices
Develop and maintain metrics to measure the effectiveness of activities
Generate regular reports on findings, trends, and recommendations for management review
Address and discuss issues and proposed solutions with superiors
Other duties as assigned
Skills & Experience:
Previous work experience in merchant processing, payment processing, or a related financial services field
Strong knowledge of payments industry regulations and compliance requirements
Great attention to detail and analytical skills
Effective communication skills, both written and verbal
Spanish-speaking bilingual candidates are a PLUS!
Proficiency in using quality assurance tools and software
Ability to work independently and collaboratively in a team environment
Problem-solving and critical-thinking skills
Strong organizational and time management skills
Perks & Benefits:
Health, Dental, Vision, and Life Insurance
401(k) with company match
Year-end/annual bonus potential
Generous paid time off and 7 paid company holidays
Pool table, ping pong table, & other games on-site
Work Schedule & Other Information:
The typical work schedule will be 8 am-5 pm, five days a week, Monday through Friday.
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