Retention Specialist

**About Worldline**

Worldline is a global payments company, employing 20 000 employees Worldwide, with innovative technology that addresses the challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies.

ANZ provides banking and financial products and services to around 10 million individual and business customers. Employing around 50,000 people worldwide and operating in 33 markets internationally, we are one of the four largest banks in Australia and one of the 25 largest banks in the world by market capitalization. At ANZ, everything we do boils down to ‘why’ - our purpose - to shape a world where people and communities thrive. We’re as focused on seeing our people thrive as well as our customers.

ANZ and Worldline have formed a long term Alliance through a joint venture. This new company will bring added value to merchants while combining ANZ large banking network and established positions with Worldline State-of-the-art payment technology stack and business expertise. The joint venture will be focused on creating an environment where people’s talent and dedication to excellence can thrive, and with access to Worldline’s large range of ambitious and career enhancing development programs. These include formal training, career development programs, learning days, tech forums, mentoring and an Expert Network community

**The Opportunity**

The Retention Specialist will be responsible for effectively handling any merchant retention enquiries and to provide holistic advice to internal and external customers to convert the opportunities. To be responsible for providing accurate needs-based solutions, product recommendations, appropriate incentives for customers to remain with the JV, restructure of existing products if required, whilst maintaining profitable pricing structures. The Retention Specialist is part of the SME sales team (Small and Medium Enterprise) and will work closely with the other team members to uncover and refer any new sales opportunity. The role continues to evolve and will continue to be developed. An agile mindset and an individual who is open to change is critical.

The Merchant Retention Consultant is responsible for effectively handling reactive and proactive retention enquiries and provide holistic advice to internal and external customers in order to convert any retention opportunities. The Consultant is responsible for providing accurate needs-based solutions, addressing customer pain points, providing product recommendations in line with customer needs, restructure of existing merchant products if required, whilst maintaining profitable pricing structures. The consultant is also responsible for fulfilling these offers and ensuring product recommendation fulfillment is managed where required.

**Your responsibilities include**:

- Engagement with customers and understanding their Merchant needs and JV’s products and services, provide retention solutions that are in line with business revenue expectations and do not erode the value of customer to the commercial division
- Have expert understanding of how customers take payments for their business, hold insightful needs-based conversations, with business customers and provide valuable advice and tailored recommendations for their payment needs.
- Ensure the customer remains at the heart of all our interactions of the retention team
- Ensure proper issue and complaints management in the team, in collaboration with Customer Services team
- Deliver on agreed outcomes for Quality Assurance, Conversion and Call monitoring.
- Ensure quality customer and business outcomes are achieved in adherence to JV policies and values (customer contacts)
- Ensure that own knowledge of Merchant products, processes and pricing is up to date and accurate in the retention team.
- Ensure agreed service levels are met in terms of quality and SLA’s
- Work collaboratively with team members, wider JV team, Commercial frontline and Customer Services teams
- Work closely with the rest of the SME sales team to provide feedback and insights regarding merchant repricing and retention.

**Skills**:

- Customer retention
- Merchant pricing
- Needs based sales
- Customer focus
- Stakeholder management.
- Proven results drive
- Ability to work individually and as part of the team
- Excellent Problem solving & negotiation skills
- Building relationships and networks
- Personal time management & prioritization
- Demonstrated customer service ethic and commitment to satisfy standards required
- Being agile
- Managing change

**More reasons to join us**:
**Job Segment**:QA, Quality Assurance, Technology, Quality