Client Advocate

Heartland Payment Systems - Lindon, UT

Full-time - Entry Level

Lindon, UT

Credit Intermediation and Related Activities

About the position

The Client Advocate at Heartland Payment Systems plays a crucial role in delivering exceptional client experiences and fostering long-term relationships. This position is responsible for providing relationship management support to clients, ensuring their success through proactive engagement and effective problem-solving. The Client Advocate will utilize their understanding of the payment processing industry to address client needs, resolve issues, and enhance overall satisfaction, ultimately contributing to the company's growth and client retention.

Responsibilities

• Proactively reach out and retain at-risk clients.
• Utilize various CRMs and internal tools to assist clients and manage their accounts.
• Investigate client support history or needs analysis based on business requirements.
• Report on client interactions to drive key learnings for management.
• Engage clients via phone and email to communicate the value of services and solutions.
• Maintain relationships with prior clients to service their accounts as needed.
• Address escalations impacting client retention.
• Respond to NPS feedback to resolve client concerns effectively.
• Train and educate new accounts on integrated processing complexities.
• Conduct high-volume and high-risk pricing reviews with clients.
• Negotiate pricing plans that benefit both the company and clients.
• Educate clients on pricing structures, rates, fees, and statements.
• Negotiate contract extensions when pricing adjustments are needed.
• Assist business partners with campaigns to enhance client experience and reduce attrition.
• Respond to inbound inquiries from internal departments, clients, and partners regarding Global Payments Integrated products and services.
• Act as a central point of contact for high-profile clients.

Requirements

• 1+ years of customer service experience.
• Strong organization and analytical abilities.
• Detail-oriented with the ability to learn new technologies.
• Strong leadership skills and self-starter mentality.
• Highly articulate in phone and email communication.
• Ability to meet key performance indicators and service level agreements.
• Ability to present periodically to peers and leadership.

Nice-to-haves

• Bachelor's degree.
• 1+ year in the credit card industry.
• 1+ years of account management or sales experience.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Employee assistance program
• Paid time off
• Retirement and investment options
• Charitable gift matching programs
• Worldwide days of service