Retention Associate II

Job Description

Unleash your potential at Global!

Join a team of passionate payment professionals, committed to making Global the world’s most respected and loved payments company.

About the Team

The Client Success team thrives on creative problem-solving, deep product expertise, and a commitment to delivering seamless merchant experiences. We approach each day as an opportunity to make a meaningful impact, ensuring our merchants receive top-tier support and guidance.

What You’ll Be Doing

• Retention & Revenue Protection:
  Reactively address merchant inquiries through inbound phone queues and assigned cases, focusing on retention and turning challenging situations into positive outcomes.

• Contract Conversations:
  Engage with merchants considering cancellation, clearly communicating contract terms and, when appropriate, ensuring adherence to contractual obligations.

• Merchant Support:
  Deliver best-in-class service by resolving issues, answering questions, and providing guidance on products, pricing, and value-added services.

• Upsell & Cross-Sell:
  Identify opportunities to recommend additional products and services that help merchants optimize their payment solutions.

• Collaboration:
  Partner with internal teams to resolve complex issues and ensure a seamless merchant experience.

• Queue & Case Management:
  Manage inbound and outbound calls as well as case assignments from other teams or after-hours, meeting or exceeding service level agreements (SLAs).

• Data-Driven Insights:
  Analyze merchant statements to provide rate reviews and actionable guidance.

• CRM & Pipeline Management:
  Maintain accurate records of interactions, opportunities, and outcomes in CRM tools.

• Continuous Improvement:
  Share insights and feedback to improve processes and merchant satisfaction.

What You Bring

• 1–2 years of experience in sales, negotiation, or problem-solving roles.

• Strong mathematical and analytical skills, including comfort with percentages and rate calculations.

• Proven ability to handle difficult conversations with professionalism and empathy.

• Excellent communication skills—both verbal and written.

• High computer literacy, including proficiency in Excel, Outlook, and CRM systems.

• Critical thinking, adaptability, and a proactive approach to learning.

• Strong organizational and time management abilities.

• Team-oriented mindset with the ability to work independently.

• Flexibility to support varying shifts as needed.

Bonus Points For

• Experience in merchant services or payments industry.

• Account management background.

• Call center background.

What We Offer

• Competitive salary and comprehensive benefits.

• Career development tools, resources, and growth opportunities.

• The chance to tackle some of the most impactful challenges in the payments industry.

• Paid time to support charities and give back to your community.

#LI-KS1

Worldpay is dedicated to offering individuals rewarding career opportunities and competitive compensation. For this full-time position, the good faith estimated annual salary range upon hire is $25.14-$37.37. This range reflects what we reasonably expect to offer based on the role’s responsibilities, level, and geographic location. The actual starting salary will be determined by a candidate’s experience, job-related skills, and relevant education or training. Please note that changes in work location may impact the final offered salary. We encourage you to consult with your recruiter to confirm the budget for your location and to better understand the applicable pay scale. This position is eligible for commission.

Candidates and applicants are advised they may redact age information from requested items like transcripts, resumes, and certificates attached to their application for positions that can be performed in Colorado.

EEOC Statement

Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.

Washington Candidates: Click here for information on the Fair Chance Act.