Merchant Retention Specialist

Orem, UT - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Merchant Retention Specialist

In-person in Orem UT

$80000 base OTE of $120000

The Merchant Retention Specialist is responsible for preventing merchant churnby engaging customers who express intent to cancel or show signs of attrition. This role focuses exclusively on saving at-risk merchants preserving Expected Gross Profit (EGP) and identifying the root causes of cancellation to improve Nexios long-term retention strategy.

This role is a specialized retention functionthat operates at the point of cancellation or escalation.

Responsibilities

Merchant Save & Retention

Engage merchants requesting cancellation or showing clear churn indicators
Conduct structured save conversations to:
- Address pricing and fee concerns
- Resolve funding reserve or settlement issues
- Navigate service or technical dissatisfaction
Educate merchants on interchange batching and processing mechanics
Execute approved retention strategies to preserve merchant relationships and revenue

Churn Analysis & Reporting

Accurately document cancellation reasons and save outcomes in Salesforce
Identify recurring churn drivers and escalation trends
Partner with RevOps Support Risk and Underwriting to reduce systemic churn

Retention Strategy Execution

Apply retention tools within defined guardrails including:
- Temporary pricing relief
- Fee credits or concessions
- Contract modifications (where approved)
Evaluate save vs. riskdecisions to ensure Nexio retains the rightmerchants

Cross-Functional Collaboration

Coordinate with Support for post-save handoff
Work with Underwriting and Risk teams when funding reserves or chargebacks are involved
Escalate complex issues appropriately while maintaining a strong merchant experience

Success Metrics (KPIs)

Churn rate reduction
Save rate (saved accounts vs. cancellation requests)
Expected Gross Profit (EGP) retained
Time-to-resolution for save cases
6090 day post-save retention rate

Qualifications

25 years experiencein one or more of the following:
- Merchant services / payment processing
- Fintech customer retention or escalations
- Account management save desk or cancellations role
Strong understanding of payment processing fundamentals including:
- Funding and settlement timing
- Interchange vs. processor fees
- Reserves and chargebacks
Proven ability to handle cancellation conversationsand fee objections calmly and professionally
Experience documenting customer interactions in a CRM(Salesforce preferred)
Excellent written and verbal communication skills
Ability to assess when to save vs. when to let a merchant go

What is Nexio

Nexio transforms payment chaos into simplicity giving merchants the freedom to focus on what truly matters to themgrowing their business. From smoothing out inefficiencies to securing seamless transactions Nexio helps turn payments into a businesss competitive edge.

Benefits

Unlimited PTO
Medical Dental Vision Life STD and LTD insurances; 5% 401k match HSA match
Free therapy for employees and their dependents
Nail Tech Barber Massage Therapist on-site
Costco snacks for days!

Required Experience:

Merchant Retention SpecialistIn-person in Orem UT$80000 base OTE of $120000The Merchant Retention Specialist is responsible for preventing merchant churnby engaging customers who express intent to cancel or show signs of attrition. This role focuses exclusively on saving at-risk merchants preserving...