Job details

Customer Solutions Representative, Associate

North American Bancard - Remote

The primary focus of the Customer Solutions Associate is to retain our merchant customers seeking to cancel service with NAB and to help generate sales by placing outbound calls to former merchants to earn their business back to NAB.

The ideal candidate for this role is experienced in retaining customers as well as negotiating successful outcomes in a win-back environment.

What You’ll Do:

Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB. Issues generally center around:
- Rates and Fees – educate merchant on pricing, offer competitive rate quotes and/or perform internal rate analysis
- Equipment Concerns – educate merchant on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations
- Service Concerns – serve as a point of contact for the merchant while their issues are being addressed and resolved, escalate issues appropriately to ensure immediately resolution
- MyBizPerks – educate merchant on value of the NAB loyalty program
Maintain current understanding of NAB processing rate structures and current industry knowledge.
Work with all departments within NAB to identify the best solution to the merchant’s concerns.
Determine the “root cause” of merchant dissatisfaction if cancellation is inevitable.
Make suggestions to management for improving processes to reduce account closures.
Special projects as assigned by management.

What we need from you:

High School Diploma or equivalent required. Some college coursework preferred
1-3 years prior experience in a call center environment required
1-3 years prior experience as a Sales, Retention, or Loyalty Representative preferred
Must be able to balance assertiveness and empathy when negotiating with NAB customers.
Demonstrated ability to make independent decisions based on customer needs.
Maintain a high standard of performanc.e
Excellent oral and written communication skills.
Demonstrated ability to achieve and exceed goals and objectives.
Ability to provide a delightful experience to our customers during times of adversity.

Who we are:

North American Bancard

helps businesses prosper through smarter commerce for all and we're committed to building the next generation of payment technologies and experiences. More than 250,000 satisfied merchants trust us to process more than $34 billion worth of transactions every single year. Propelled by cutting-edge technology, user-friendly products, and features, and the best customer service in the business, we continue to innovate to satisfy our clients and their customers.

At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.

North American Bancard Glassdoor Company Review

3.6

North American Bancard DE&I Review

No rating

CEO of North American Bancard

Marc Gardner

Approve of CEO

By North American Bancard

Our vision is a new paradigm of commerce that simplifies the modern business model — driving smarter operations, enhancing security, and fostering effortless personal interaction between merchants and their customers. Our mission is to be the eas...

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FUNDING

Private

INDUSTRY

Financial Transaction Processing

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Troy, MI

DATE POSTED