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Nexio · 12 hours ago

Merchant Retention Specialist

Orem, UT

Full-time

Onsite

Entry, Mid Level

$80K/yr - $120K/yr

2+ years exp

Nexio transforms payment chaos into simplicity, giving merchants the freedom to focus on what truly matters to them—growing their business. The Merchant Retention Specialist is responsible for preventing merchant churn by engaging customers who express intent to cancel or show signs of attrition, focusing on saving at-risk merchants and improving long-term retention strategy.

CMSFinancial ServicesPaymentsSoftware

Growth Opportunities

Responsibilities

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

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

Apply retention tools within defined guardrails, including:

Temporary pricing relief

Fee credits or concessions

Contract modifications (where approved)

Evaluate save vs. risk decisions to ensure Nexio retains the right merchants

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

Qualification

Merchant services experiencePayment processing knowledgeCustomer retention strategiesSalesforce proficiencyCalm handling of objectionsAssessment skillsCommunication skills

Required

2–5 years experience in 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 conversations and 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