Retention Agent

Fiserv
Anywhere
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Negotiation","Objection handling","Commercial awareness","Communication","Customer conflict resolution"]

Protect and grow the Clover merchant base by handling inbound and outbound retention conversations for merchants considering termination or switching providers. Diagnose root causes of dissatisfaction (pricing, service, operational issues, competitive pressure), negotiate retention solutions, and conduct pricing reviews to clearly explain savings and commercial impact. Record retention activity, identify early warning signs, and drive targets for retention, revenue protection, save rate, and customer satisfaction.

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FursaFursa
Fiserv
Fiserv
5 days ago

Retention Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: first listed 4 days ago

Job Summary

Protect and grow the Clover merchant base by handling inbound and outbound retention conversations for merchants considering termination or switching providers. Diagnose root causes of dissatisfaction (pricing, service, operational issues, competitive pressure), negotiate retention solutions, and conduct pricing reviews to clearly explain savings and commercial impact. Record retention activity, identify early warning signs, and drive targets for retention, revenue protection, save rate, and customer satisfaction.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Manage inbound and outbound retention conversations with merchants considering termination or evaluating other providers
  • •Investigate root causes of dissatisfaction, including pricing, service issues, operational challenges, or competitive pressure
  • •Negotiate retention solutions balancing merchant needs with business objectives
  • •Analyze merchant pricing structures and explain financial proposals, savings, and commercial impact
  • •Carry out account reviews, demonstrate Clover product value, record activity and next steps, and deliver retention and customer satisfaction targets

Key Requirements

  • •Experience in a customer-facing sales, retention, account management, or customer service role
  • •Strong negotiation and objection-handling skills
  • •Ability to analyze pricing structures and clearly explain financial information
  • •Experience managing difficult customer conversations and resolving complaints
  • •Strong verbal and written communication skills
Experience:FintechPaymentsMerchant acquiringBankingTelecommunications
Skills:NegotiationObjection handlingCommercial awarenessCommunicationCustomer conflict resolution

Company Brief

Fiserv
Provides payments, processing services, risk management, and core banking technology to financial institutions, merchants, and businesses worldwide, enabling digital payments, account processing, and financial services integration.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Brookfield, United States
Founded: 1984
WebsiteLinkedIn