Merchant Services Retention Specialist

Company: M&T Bank Corporation
Location: Buffalo
Posted on: February 15, 2020

Job Description:

Overview: Merchant Services is recognized as a lead product for commercial and small business customers. This position is responsible for supporting Portfolio Retention by aiding with rate reviews and addressing Merchant Services clients needs. This involves working with line partners (i.e. Relationship Managers, Branch Managers, etc.) as necessary to ensure Merchant clients are satisfied with their product solution and rates. Primary Responsibilities: - Key member of the portfolio management team working to reduce attrition within the existing Merchant Services portfolio. - Provide comfort calls to clients during conversion as necessary to ensure their needs are being addressed by their current solution. - Receive retention escalations from customer service for clients at risk of attriting. - Perform Rate Reviews to clients as needed. - Close accounts as necessary when clients are unable to be saved. - Provide excellent customer service to clients via phone and e-mail. Scope of Responsibilities: The position requires interaction with both internal and external contacts in order to obtain pertinent information. Develop partnerships with people at various levels throughout the bank to ensure client needs are addressed. Provide input/feedback where appropriate to enhance relationships in a professional manner. Minimum Qualifications Required: - Bachelors degree plus a minimum of 2 years Credit Card/Merchant Services industry experience, or in lieu of a degree, a combined 6 years higher education and/or work experience, including a minimum of 2 years Credit Card/Merchant Services industry experience. - Ability to communicate across various SBUs and departments. - Familiar with the use of spreadsheet, database, graphing, and presentation software with a general knowledge of financial models. - Excellent oral and written communication skills. - Strong analytical ability and creative problem-solving skills. - Ability to interact effectively with all levels of personnel. - Ability to work independently and function as a member of a project team. - Detail oriented. Ideal Qualifications Preferred: - Knowledge of Hogan, FDR, AFS, ERM and SAR or other pertinent systems. - Knowledge of Banks products and policies. #LI-LP1 Location Williamsville, New York, United States of America

Keywords: M&T Bank Corporation, Buffalo , Merchant Services Retention Specialist, Other , Buffalo, New York