Client Advocacy Analyst

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. 

Summary of This Role

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. 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’ 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.

• 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 agree upon to successfully proceed

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

• Negotiate contract extensions when pricing adjustments are needed 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 products and services

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

• Maintain ongoing client relationships and account management, as needed

Minimum Qualifications

• 1+ years of Customer Service experience
• Strong organisation and analytical abilities
• Detail-oriented
• Ability to learn new technologies
• Strong leadership skills
• Self-starter
• Highly articulate in phone and email communication

Preferred Qualifications

• Bachelor's Degree
• 1+ Year in the Credit Card Industry
• 1+ years of account management or sales

• Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
• Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
• Supervision - Normally receives detailed instructions on all work.
• Problem Solving - Ability to solve problems using experience and good judgment
• Effective Communication - Demonstrated effective written and oral communication skills
• Technical Aptitude - Ability to understand and communicate technical changes in easy to understand business terms

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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.