.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.About the role: The Specialist at Engagement will manage and enhance the merchant experience and ultimately optimize the company's portfolio by protecting and increasing revenue, volume and customer's loyalty. Through a proactive and reactive service with singular focus on improving merchant's satisfaction, the engagement specialist should create and implement strategies and tactics focused on the profitability and expansion of the assigned territory. Be a part of a team where you will: Retain customer accounts by responding to their concerns including rates, fees, contract terms, processing solutions, and other potential improvements to the customer's experience. Answer merchant´s requests, received through call transfers, email, whatsApp or direct cell phone calls in a timely manner and with a helpful attitude. Access and understand account information, billing information, revenue and profitability records, transaction records, terminal and platform details, and any associated account profiles. Navigate through CRM and notate/document each individual account with details of resolution. Maintain work queue and completing work items that are assigned within a timely manner. Make proactive calls and visits to customers that may require additional research and assistance or to identify potential solutions that improves customer loyalty and retention. Ensure the accomplishment of defined SLAs through strict monitoring of opened tickets. Identify and escalate to the appropriate supervisor of both management staff and resolution areas. Follow up the performance of KPIs like volume and revenue budget and SLAs within the assigned territory and establish strategies and actions to accomplish and improve these. Ability to handle multiple projects, work in a fast-paced environment and meet deadlines. Getting merchants compliant with mandatory regulations such as PCI, KYC or AML, and get merchant´s related documents as needed. Responsible to assess the merchant's situation and determine the appropriate steps to provide a satisfactory resolution for the merchant's issue and maintain merchant profitability. Continuous training in Evo´s solution that allow to provide the customers with excellent advice
