Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

About the role:
The Specialist at Engagement will manage and enhance the merchant experience and ultimately optimize the company’s portfolio by protecting and increasing revenue, volume and customer’s loyalty. Through a proactive and
reactive service with singular focus on improving merchant’s satisfaction, the engagement specialist should create and implement strategies and tactics focused on the profitability and expansion of the assigned territory.
 

Be a part of a team where you will:
 Retain customer accounts by responding to their concerns including rates, fees, contract terms, processing
solutions, and other potential improvements to the customer's experience.
 Answer merchant´s requests, received through call transfers, email, whatsApp or direct cell phone calls in a
timely manner and with a helpful attitude.
 Access and understand account information, billing information, revenue and profitability records, transaction
records, terminal and platform details, and any associated account profiles. Navigate through CRM and
notate/document each individual account with details of resolution.
 Maintain work queue and completing work items that are assigned within a timely manner.
 Make proactive calls and visits to customers that may require additional research and assistance or to identify
potential solutions that improves customer loyalty and retention.
 Ensure the accomplishment of defined SLAs through strict monitoring of opened tickets. Identify and escalate
to the appropriate supervisor of both management staff and resolution areas.
 Follow up the performance of KPIs like volume and revenue budget and SLAs within the assigned territory
and establish strategies and actions to accomplish and improve these.
 Ability to handle multiple projects, work in a fast-paced environment and meet deadlines.
 Getting merchants compliant with mandatory regulations such as PCI, KYC or AML, and get merchant´s
related documents as needed.
 Responsible to assess the merchant's situation and determine the appropriate steps to provide a satisfactory
resolution for the merchant’s issue and maintain merchant profitability.
 Continuous training in Evo´s solution that allow to provide the customers with excellent advice.
 Monitoring implementation projects related to its client portfolio, ensuring strict monitoring and correct and
timely interaction with internal areas to achieve implementations that meet customer´s expectations in quality,
time and service.
 Consistently at work and on time.  Ensures work responsibilities are covered when absent.  Arrives at
meetings and appointments on time.
 Problem Solving-Listens to the merchant first, then offers solutions that meets their needs.   
 Professionalism: Approaches others in a tactful manner.  Reacts well under pressure.
 Treats others with respect and consideration regardless of their status or position.  
 Accepts responsibility for own actions.  Follows through on commitments.
 Strong understanding of merchant services pricing.
 Be available on demand for customers after hours as needed.
 Establish productive, professional relationships with key personnel in assigned merchant accounts.
 Work with a diversity of client accounts that range in size, scope and volume.
 Work in partnership with Bankers and Merchants, to expand our solution portfolio with client accounts.
 Follow-up of the negotiation process and facilitator with internal areas of EVO to maintain quality standards in
the service.
 Know the competitive landscape, and how we position our solutions in the market. Assist and participate in
the development/execution of marketing initiatives that highlights our differences and strengths.

 Act as a representation of EVOs values by incorporating the highest ethical and quality standards when
working with all of our clients and prospects.
 

About you:
 

Required
 Bachelor’s degree is required
 Excellent verbal and interpersonal skills required
 Strong verbal communication, active listening skills, and strong math and analytical skills.
 Ability to probe and identify customer issues and problem solve those issues
 Well organized with diligent follow up skills
 Intermediate computer skills, including Microsoft Office Suite (Word,, PowerPoint, Outlook, and Excel) is required.
 Availability to hold face to face meetings or travel if is needed.
 Self-motivated and self-directed, goal oriented.
 Able to professionally and confidently communicate with C-Level Executives and merchants.
 Excellent verbal and written communication skills; the ability to call, connect and interact with potential customers.
 Excellent analytical and time-management skills.
 Ability to work independently or as an active member of a team.
 Ability to meet or exceed quotas
 

Preferred
 1-2 years of experience in service and sales environments is preferred
 Payment processing or other financial services experience preferred
 Experience with CRM/Salesforce, both tracking sales pipelines and using this tool to build relationships is preferred; failing that, the openness to learn about these.
 Intermediate-Advanced English is preferred.
 Experience and skills in negotiation and influencing.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.