Retention Agent

At Fiserv, a successful Retention Agent helps protect and grow our Clover merchant base by supporting merchants who may be considering leaving or who are unhappy with their current service, pricing, products, or competitive alternatives. This role is focused on understanding merchant concerns, identifying the right retention approach, negotiating commercial solutions, and clearly demonstrating the value of Clover's products and services. Success in this role means building trust, improving merchant satisfaction, reducing attrition, and helping merchants get the most value from their Clover relationship. As the function evolves, this role will also take a proactive approach by identifying early signs of merchant dissatisfaction and intervening before merchants begin to look at alternative providers. What you will do:

• Manage inbound and outbound retention conversations with merchants considering termination or reviewing other providers
• Investigate the root cause of merchant dissatisfaction, including pricing, service issues, operational challenges, or competitive pressure
• Negotiate retention solutions that balance merchant needs with business objectives
• Analyse merchant pricing structures and explain financial proposals, savings, and commercial impact in a simple and compelling way
• Carry out account reviews to identify opportunities to improve merchant value and satisfaction
• Demonstrate the value and full capability of Clover products and services
• Promote additional Clover functionality and value-added services where relevant
• Identify early warning signs that a merchant may be disengaged and take proactive action
• Accurately record conversations, retention activity, and agreed next steps
• Deliver against retention, revenue protection, save rate, and customer satisfaction targets
  
  Experience in a customer-facing sales, retention, account management, or customer service role
• Strong negotiation and objection-handling skills
• Ability to analyse pricing structures and clearly explain financial information
• Experience managing difficult customer conversations and resolving complaints
• Strong commercial awareness with the ability to balance customer and business outcomes
• Strong verbal and written communication skills
What would be great to have:
• Experience in payments, merchant acquiring, fintech, banking, or telecommunications
• Knowledge of Clover products and services
• Experience working in a retention or save team
• Understanding of card acceptance solutions and merchant operations
What success looks like:
• Strong merchant retention rates
• Revenue retained
• Reduced merchant attrition
• Positive customer satisfaction outcomes
• Successful pricing reviews and retention negotiations
• Proactive identification and support of at-risk merchants
• Increased utilisation of Clover products and functionality
  
  We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.