At a Glance
- Tasks: Engage with merchants to enhance satisfaction and prevent churn.
- Company: Join Fiserv, a global leader in Fintech and payments.
- Benefits: Competitive salary, diverse work culture, and growth opportunities.
- Other info: Dynamic role with potential for career advancement.
- Why this job: Make a real impact by helping businesses thrive with Clover.
- Qualifications: Customer service experience and strong negotiation skills.
The predicted salary is between 27000 - 33000 £ per year.
Calling all innovators – find your future at Fiserv. 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. If you want to make an impact on a global scale, come make a difference at Fiserv.
What does a successful Retention Agent do? 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
What you will need to have:
- 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
Thank you for considering employment with Fiserv.
Retention Agent employer: Fiserv
At Fiserv, we pride ourselves on being a global leader in Fintech and payments, offering our employees a dynamic work environment that fosters innovation and collaboration. As a Client Success Lead, you'll have the opportunity to make a significant impact on customer engagement and retention while benefiting from our commitment to professional growth and a diverse, inclusive culture. With access to cutting-edge tools and a focus on employee development, Fiserv is an excellent employer for those looking to thrive in a fast-paced, rewarding industry.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Agent
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Fiserv. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Retention Agent
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Fiserv.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Fiserv's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Fiserv
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Fiserv.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Fiserv will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Fiserv employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
