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Retention Representative in Los Angeles, CA at Total Merchant Services

Date Posted: 2/6/2019

Job Snapshot

Job Description

At Total Merchant Services, a subsidiary of North American Bancard, it doesn't matter what type of business you have or how big or small you are. We're so much more than just a credit card processor and merchant services provider.   

Total Merchant Services and North American Bancard, helps businesses prosper through smarter commerce for all and we're committed to building the next generation of payment technologies and experiences.



A Retention Representative in our Retention Department engage in advanced sales negotiations in order to retain our merchants while maintaining profitability in their accounts. This position requires an energetic, solution selling individual that can differentiate our brand from the competition. Bringing a high level of customer service to our merchant base while adding value to their processing account.

This position will develop and maintain excellent relations with new and existing customers resulting in increased levels of customer retention. This is to be achieved through proactive and reactive communication with our customers who have either expressed a wish to cancel their services with us or whose recent account activity indicates that they may be considering cancellation of services. This position will play a key role in securing revenue and customer delight.

 **With this position the option to work four 10 hour shifts with 3 days off is available.



  • Renegotiating pricing, contracts and working through advanced statement and profitability analysis.
  • Engage throughout negotiation with listed partner on account, understanding and communicating the impact on our business partner.
  • Develop and maintain a thorough understanding of North American Bancard and Total Merchant Services cost and the bottom line.
  • Develop and maintain a thorough understanding of applicable products and services as they evolve.
  • Knowledge of competition and what we go up against.
  • Increase knowledge through internal resources, supervisors, fellow employee’s, company trainings, and trade publications.
  • Maintains a high degree of ethical behavior in all aspects of daily business including relationships with merchants, Partners and co-workers.
  • Builds and maintains strong working relationships with all North American Bancard and Total Merchant Services’ employees and departments by keeping a positive attitude and a collaborative focus in all interactions.
  • Manages and organizes a high level of productivity through the effective use of all available resources including database systems and query reports.
  • Adhere to company policies as defined.
  • Accept and complete assignment with open, cooperative, positive, and team oriented attitudes.
  • Actively participate in team meetings and 1 on 1 communications.









Job Requirements


  • High School Diploma or G.E.D.
  • Retention or Payment industry experience preferred

  • Advanced mathematical and problem solving skills

  • Sales and negotiation skills

  • Excellent verbal and written communication skills

  • Strong attention to detail

  • Ability to manage multiple priorities

  • Strong customer service skills

  • Ability to problem solve and de-escalate upset customers


At North American Bancard we celebrate diversity and create an inclusive environment for everyone, we are an equal opportunity employer.




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