April 2, 2024

Merchant Account Retention Specialist

Job Description:
Electronic Payments is a leading innovator in developing and delivering payment and point of sale solutions to businesses nationwide. We have immediate, full-time positions available for Account Maintenance Specialists to join our operations team. Paid onsite training is provided.

Founded in 2000, Electronic Payments has spent the last two decades honing our mission to provide SMBs with innovative payment processing services that are affordable, reliable, and backed by 24/7 in-house support.

Your role as a Merchant Account Retention Specialist would require you to:

Develop knowledge of products and services offered by Electronic Payments to recommend solutions. Field cancellation calls from merchants and identify pain points. Recommend applicable solutions to address merchant concerns and prevent cancellation. Coordinate with internal teams to problem solve issues. Craft policies, protocol, and standard operating procedures to design department operations. Communicate with ISO and Agent partners.

  • Work with client partners to facilitate desired outcomes
  • Utilize multiple applications
  • Record details of requests, updates performed, and resolutions
  • Communicate via email and phone
  • Interact with clients to address concerns and resolve issues
  • Take ownership of requests and work them to completion
  • Multitask and manage client expectations
  • Properly escalate concerns that may require management intervention.
  • Effectively communicate and coordinate with internal departments.
  • Maintain composure in stressful situations and project a professional image.

Experience and Skill Set:

  • Reliable, Independent, Self-Starter
  • Detail Oriented
  • Strong organizational and time management skills
  • Proficient in Microsoft Word, Excel, and Outlook
  • Strong verbal and written communication skills
  • Professional approach to deadlines
  • Works well independently and in a team
  • Desire to learn with drive, ambition, and motivation for success
  • Spanish speaking bilingual candidates are a PLUS!
  • Previous experience in the Merchant Service Industry preferred, but not required.
  • Previous experience in sales or retention preferred.

Full Time
Monday through Friday
9:00am – 6:00pm

Work Setting and Physical Requirements:

  • In office, onsite training
    Option to work hybrid schedule 2-3 days remotely after 6 months
  • Specific vision requirements include:
    • The ability to see at close range
    • The ability to see at a distance
    • Peripheral vision
    • Depth perception
    • The ability to adjust focus
  • While performing the duties of this job, the employee is regularly required to communicate information and ideas so others will understand.
  • Employee must be able to fulfill any duties normally expected in an office setting, including, but not limited to:
    • Remaining stationary for periods of time to perform computer-based work
    • Participating in filing activity
    • Moving/transporting supplies across the office for various needs (e.g. reams of paper, mail, etc.)
    • Move about inside the office
  • Frequently required to sit, stand, walk, use hands to feel, and reach with hands and arms
    • Occasionally lift and/or move up to 20-40 pounds
    • Fine hand manipulation/keyboarding


  • Competitive Compensation
  • Healthcare including Medical, Dental and Vision
  • 401k with matching
  • Paid Time Off (PTO)

Electronic Payments is an equal opportunity employer.
We don't discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It's our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

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