[Remote] Retention Associate II Merchant

Note: The job is a remote job and is open to candidates in USA. Worldpay is one of the biggest names in payments, seeking a Retention Associate II Merchant to join their US Direct team. The role focuses on enhancing customer experience and reducing attrition by building strong relationships with merchants and identifying upselling opportunities. Responsibilities - You will be striving to make a positive revenue impact across all lines of business, while providing merchants a best-in-class customer experience - Reducing attrition and turning negative circumstances into a positive experience with our merchants and getting ahead of any potential flight risks - This role requires a strong emphasis on building trust and rapport with an assigned book of business to establish intrinsic value with all our relationships - You will work with our existing merchants on upselling the company's products and or services - You will review the accounts holistically and identify new opportunities for our merchants to improve the way they accept their payments - Providing a best-in-class merchant experience is a key component of this role - Establish future merchant projects and qualify new opportunities - You will work closely with Internal Departments and oversee the day-to-day relationship with the merchant - Accepts and completes assignments with open, cooperative, positive, and team-oriented attitudes - You will be a key component in establishing strategic proactive & reactive marketing campaigns - Sells the company’s products, systems and/or services via telephone (inbound and/or outbound) or electronic means to customers in assigned portfolio or individual accounts - Acquires and applies in-depth technical knowledge of products, systems, and services - Responsible for renewing, expanding, and closing of contracts for assigned portfolio or account - Responsible for client satisfaction, maintaining client communication, overall management of the relationship and client retention activities - Increases sales for assigned portfolios or accounts - Demonstrates knowledge of the organization’s various products and maintenance contracts - Educates customers on the best business practices and associated contractual implications - Ensures customer awareness and understanding of applicable product elements - Renegotiates rates and fees resulting in an extended contract when appropriate - Review and analyze merchant statements to provide proper rate review and rate guidance to merchants - Responsible for proper pipeline management within CRM tools - Responsible for taking inbound queue calls and making outbound calls - May be required to perform other related duties as assigned Skills - 1-2 years sales/negotiation/problem solving experience - Strong mathematical skills required - Ability to handle and diffuse difficult conversations with respect, sureness, and courtesy - Computer Skills- Excellent knowledge of Excel, Outlook, and overall computer literacy - Ability to understand and calculate with percentages - Critical thinker and adaptability - Able to follow through and maintain merchant contact and keep merchants informed on next steps - Communicates ideas both verbally and in written form in a clear, concise, and professional manner - Requires good working knowledge of Worldpay systems as well as the industries in which Worldpay competes for business - Ability to understand and apply concepts - Ability to handle projects commensurate with job expectations - Ability to analyze and solve problems using learned techniques and tools - Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally - Flexibility, versatility, dependability - Knowledge of Worldpay products and Services - Organizational and time management skills required - Strong problem-solving skills - Broad knowledge of Worldpay products and related services; in-depth knowledge of products and services for which team(s) provide support - Excellent customer service skills that build high levels of customer satisfaction for internal and external clients - Is resourceful and proactive in gathering information and sharing ideas - Ability to work both independently and in a team environment - Some flexibility of hours is required - A minimum of 1 year's sales experience - Merchant services or industry-related experience - Account management experience Company Overview - Worldpay is a global payment processing company offering secure, scalable solutions for online, in-store, and mobile transactions. It was founded in 1971, and is headquartered in Cincinnati, Ohio, USA, with a workforce of 5001-10000 employees. Its website is https://worldpay.com. Company H1B Sponsorship - Worldpay has a track record of offering H1B sponsorships, with 20 in 2026, 146 in 2025, 68 in 2024, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.