Role

Merchant Retention Specialist

Location

Onsite in Los Angeles, CA

Reports to

CEO

Employment Type

Full-Time, W2, Direct Hire

Benefits

• Medical, dental, and vision insurance plans available after 90 days, with the company covering 50% of medical premiums.
• 401(k) eligibility after one year of employment.
• Paid time off is available after 90 days.

The Company

We are a private, rapidly growing payment processing leader, specializing in credit card processing services for internet, retail, MO/TO, and home-based businesses. Established in 2003, we process approximately 120 merchant accounts monthly and service a diverse merchant base including retail, brick-and-mortar stores, quick service restaurants, and some high-risk merchants.

Our operations support merchants nationwide, with a strong emphasis on maintaining customer satisfaction and efficient problem resolution. The company is recognized as one of the largest Independent Sales Organizations (ISOs) in the US but operates without wholesale risk or underwriting responsibilities. Our team is 30+ full-time employees all onsite featuring a robust bilingual workforce to support a significant number of Spanish-speaking clients.

We pride ourselves on a culture where many employees remain for 15+ years, emphasizing problem-solving, accountability, and leadership. The environment is fast-paced and demands a focus on smart, timely decisions that benefit our customers and support teams alike.

The Opportunity

We are seeking a full-time Merchant Retention Manager to handle accounts that are considering leaving or have already left the company. This role would be primarily reactive, responding to customers who have indicated they're leaving or thinking of leaving, but ideally would also include some proactive work to identify at-risk accounts within the company's in-house portfolio. The position will require knowledge of interchange to not only retain customers but also potentially upsell them on additional services. This will be hands-on making calls, sending emails, and closing deals.

Responsibilities

• Proactively identify merchant accounts at risk of leaving.
• Respond and retain merchants who are leaving or have left.
• Upsell merchants on products as needed.
• Respond quickly to customer escalations, shipping issues, and problem resolution.
• Coach and manage teams to maintain high service standards and support agent and customer satisfaction.

Qualifications, skills, and experience

Required

• Successful track record of Merchant retention experience.
• Active understanding of interchange rates and the ability to speak and breakdown them down to merchants.
• Proven track record as a proactive high performer
• Strong regional market presence
• Solid understanding of payment processing products such as POS systems, terminals, gateways, and integrated payments
• Excellent communication, negotiation, and presentation skills

Preferred

• Experience with Fiserv Omaha & Nashville Platforms, TSYS systems, or First Data systems is a big plus.
• Bilingual Spanish/English is a plus.

Miscellaneous

• Candidate must be local to Los Angeles, CA.
• The company cannot sponsor a Visa.