Account Management

**Account Management Representative** **Job Description** **JOB SUMMARY** The Account Management Representative at Talus is responsible for supporting and growing relationships with our portfolio of merchants. In this role, an agent will resolve any billing inquiries or issues, maximize merchant retention, provide exceptional day to day support, and identify upsell opportunities for value added services via phone, email or chat. Agents will act as the frontline defender against client attrition, handling cancellations requests, resolving complex billing or fee disputes and actively renegotiating contract terms to save at risk accounts. **DUTIES AND 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 **REQUIRED SKILLS/ABILITIES** · 2 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 Pay: $45,000\.00 \- $65,000\.00 per year Benefits: * Dental insurance * Health insurance * Paid time off * Vision insurance Work Location: Remote