DescriptionJob Description SummaryA Senior Retention Advisor will play a crucial role in the Retentions team. Responsible for additional tasks and assisting management when required. Responsible for retaining existing customers by identifying and addressing customer concerns, resolving issues and enhancing the overall customer experience. Activities include assisting management with coaching and training of new employees, assisting with weekly and monthly reports, maintaining Rentions inbox, pricing requests, cancellation requests and account management. Also, responsible for ensuring the delivery of retention targets in order to reduce company churn, maintains customer records and completes required documentation.Job DescriptionWhat Part Will You Play?Undertake specific tasks and projects as directed by management.Responsible for maintaining Retention team email inbox and delegating "At risk requests" to retention team members as per assigned lead rotation.Monitors and reports trends within the payments industry.Manages a portfolio of clients for the company.Responsible for contacting customers via phone and email in order to reduce company churn through proactive and reactive retention processes.Responsible for managing all price plan migrations from customer requests.Responds to customer requests for information and assists customers who are in distress or unhappy through a range of options including issue ownership and resolution, service improvements and pricing reviews.Manages client relationships and expectations during the retention process.Maintains existing client records, in accordance with company policies, to include call notes, scheduled client interactions, contact information, and other relevant client information, in the Customer Relationship Management (CRM). Develops knowledge of current product/service portfolio as well as changes and developments within the payments industry.Additional adhoc duties when required.Preferred QualificationsMinimum 2 years retention or relevant payments industry experienceProven track record of achieving Retention or sales targetsSales/ Retention experience, cold calling sales experience, demonstrated successful performance in previous sales jobProficient in Microsoft office & Google DocsDesired Skills And CapabilitiesSkills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.Decision Maker - Advanced ability to be an effective problem solver and act quickly to resolve issuesCommunication - Effective listener and communicator who is able to establish long lasting customer relationships