Account Advisor - SME
Global Payments Inc.
Toronto, ON
3d ago

Summary :

Handles inbound telephone calls and / or Internet and e-mail correspondence on a client save" queue. Calls are basic and routine.

Addresses customer requests to discontinue service(s) and appeases customer dissatisfaction. Responsible for maintaining an acceptable save rate percent while following all policy and procedure guidelines.

Requires limited knowledge of organization's marketing campaigns and save offers and makes appropriate use of campaigns / save offers in retaining customers.

Responsible for tracking customer feedback and reporting that feedback to management."

Job Details :

This position reports to Team Leader, Small & Medium Enterprise. The primary purpose of the Account Advisor is to generate revenue, retain existing merchant accounts and maintain an excellent relationship by relationship building and providing superior customer service for high value, small and medium enterprise.

Revenue Generation

  • Identify all sales opportunities within assigned Small Business Portfolios
  • Cross Sells / Up Sells of bank card services
  • Terminal sales and upgrades
  • Re-pricing of merchants to profitable level where applicable
  • Promote and Sell additional services offered by Global Payments and Existing Partners
  • Customer Retention / Account Maintenance

  • Handle all retention issues using strong negotiation skills to maintain the merchant at a threshold of 45 BP
  • Maintain a 70% save ratio
  • Add Locations Setups
  • Equipment setups
  • Leading Integration Projects
  • Account Changes
  • New Merchant Location Setups
  • Integrated POS Setups
  • Customer Service

  • Taking live inbound calls and making outbound calls with One call Resolution
  • 24-48 hour follow up with all Voice mail, CSP, Emails
  • Strong follow up for all setups and orders
  • Minimize all escalation issues at first point of contact
  • All issues must be documented in CSP with follow up resolutions

  • Bilingual (French and English).
  • Post Secondary education, preferably with focus on Business, Sales and Marketing
  • 1-2 years of Sales experience
  • 1-2 years of Call Center experience would be an asset
  • Strong negotiation skills
  • Strong outbound and inbound phone sales skills
  • Strong telephone and relationship building
  • Strong oral and communication skills
  • Strong interpersonal skills with an emphasis on sales / superior customer service skills
  • Ability to identify all merchant needs and issues using probing skills and utilizing open ended questions
  • Effective time management / organizational skills to deliver products and services to clients
  • Strong knowledge of several of PC based applications including : Word, Excel, Outlook, G Suite and Intranet
  • Strong analytical skills required to work independently, escalate to management where necessary
  • Strong knowledge and understanding of Card Payments Services and Products.
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