Client Advocate

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

Purpose

Client Advocacy's mission is to deliver differentiated experiences that literally make our clients more successful in achieving their vision. This is accomplished through collaboration, consulting and advocacy.
Done well, we will create positive business outcomes for Global Payments Integrated.

A Client Advocate is cross-trained and multi-skilled with a deep understanding of the payment processing industry. We are responsible for delivering relationship management level support to Global Payments Integrated's general portfolio. This is accomplished through proactive engagement and connecting the value of our integrated solutions to the success of their business. By demonstrating strong skills in the areas of empathy, negotiation, interpersonal communication and problem solving skills; we will maintain long term client relations with the existing customer base while reducing attrition and increasing revenue.

The Client Advocate will research complex issues to identify root cause and work with leadership so long term solutions to process and/or service failure points are continuously implemented. This position is instrumental in identifying, and sharing feedback on, competitive activity and client feedback within each market.

Essential Duties

Proactively Reach Out and Retain At-Risk Clients

• Use of various CRMs -Salesforce, Netsuite, etc., internal tools and programs to help aid our clients and their accounts

• Resolution may involve investigation into client's support history or needs analysis based on client's business needs

• Report on client interactions to drive key learnings for management and the company

• Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business

• Maintain relationships with prior clients to help service their accounts when necessary

• Address escalations that impact the client continuing to work with the company

• Responding to NPS feedback to effectively resolve client concerns

• Reaching out to new accounts to train and educate on the complexities integrated processing

Handle-High Volume and High-Risk Pricing Reviews

• Have value driven and relationship building conversations with clients while addressing pricing needs

• Work together with Client Care and Pricing Analysis teams to address pricing requests through proactive efforts

• Negotiate with clients to establish a pricing plan both our company and their business can successfully continue with

• Educate and answer client questions in regards to pricing structures, rates, fees, interchange, and statements

• Negotiate contract extensions when pricing adjustments are need through the use of Addendums

Business Partner Escalations and Client Experience Campaigns

• Effective handling of at-risk client escalations shared through our mutual business Partner relationships

• Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts

Client Support Functions

• Responds to inbound IM, phone and email inquiries from internal departments, clients and partners regarding the use of Global Payments Integrated products and services

• Acts as central point of contact to high-profile clients, as needed

• Maintain ongoing client relationships and account management as needed

This list is not all-inclusive as additional duties may be assigned by the supervisor.

Required Qualifications

• 1 years of Customer Service experience

• Strong organization and analytical abilities

• Detail-oriented

• Ability to learn new technologies

• Strong leadership skills

• Self starter

• Highly articulate in phone and email communication

• Able to meet standard key performance indicators and service level agreement standards

• Able to present periodically to peers and leadership

Preferred Qualifications

• Bachelor's Degree

• 1 Year in the Credit Card Industry

• 1 years of account management or sales

Competencies

• GSuite, Gmail

• Excel

• Microsoft

• Netsuite

• Salesforce

The position listed in this requisition is ineligible for the new hire referral bonus award program. However, it is eligible for the US Merchant Operations bonus award program.

Heartland is an equal opportunity employer. Heartland, a Global Payments Company, 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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.