.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.EVO Payments, Inc. is a leading payment technology and services provider. EVO offers a number of innovative, reliable, and secure payment solutions to merchants ranging from small and mid-size enterprises to multinational companies and organizations across the globe with offices across the Americas, Europe, and China. As a fully integrated merchant acquirer and payment processor in over 50 markets and 150 currencies worldwide, EVO provides competitive solutions that promote business growth, increase customer loyalty, and enhance data security in the markets it serves.About the role: The Specialist, Retention will manage and enhance the merchant experience and ultimately optimize the company's portfolio by protecting revenue, volume and merchant count. Engage merchants proactively and reactively with singular focus of driving merchant satisfaction and generating savings, loyalty and new revenue for the company.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 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 complete 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 improve 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.Get merchants compliant with mandatory regulations such as PCI, KYC or AML, and obtain merchant related documents as needed