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. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

AIB Merchant Services is a leading Payment Solution provider both in Ireland and Europe processing almost 3 billion payment transactions per year across multiple international currencies and jurisdictions. We offer state-of-the-art payment acquiring platforms, POS systems and eCommerce solutions to support the evolving needs of Merchants, Merchant Service Providers and Payment Facilitators.
With global electronic payments expertise spanning over 35 years. Through its relationship with Fiserv, AIBMS delivers world-class point of sale solutions that are inspired by deep industry insight and realised through a program of sustained global investment.

This role is deemed as a Controlled Function role (CF3) under the Central Bank of Ireland Fitness and Probity Regulations. Commitment to adhere to the IAF Conduct Standards is a requirement for this role.

What does a successful Retention Specialist do?

At AIB Merchant Services, we help SME customers accept payment in-store, online, in-app on the go. Our solutions help our customers grow theirs by simplifying payment. We are recruiting a Retention Specialist to join our SME team. In this dynamic role, you will work with a diverse portfolio of SME customers, managing growth and expansion opportunities that help elevate our merchants experiences and grow account revenue.

As an engaging and proactive partner to our SME customers, you’ll focus on upselling and account expansion by identifying the best solutions tailored to their needs. Your expertise in nurturing existing relationships will play a crucial role in our mission to enhance our installed SME customer base.

What you will do:

• Deliver on Opportunity: You will manage a pipeline of opportunities to upgrade existing solutions and to sell additional card payment and related products and services to our SME customers.
• Account Retention: Help to retain customers by ensuring they are fully utilising the solutions AIB Merchant Services offer.
• Revenue & Pricing Control: You will have ownership of account revenue and manage rate reviews to meet retention targets and margin goals effectively.
• Reporting & Updates: You will provide activity updates detailing KPIs, team initiatives, identified risks, and solution delivery status.
• CRM Management: Capture all customer interactions diligently and ensure accurate maintenance of our CRM and customer success management platforms.
• Customer Liaison: Collaborate with internal support teams and external partners to address customer enquiries, ensuring accurate and timely responses.
• Simplifying Complex Processes: You have strong interpersonal communication skills, that help customers navigate complex transaction pricing and billing mechanisms.

What you will need to have:

• We're seeking a talented professional who is driven by the desire to build strong business relationships and enhance customer satisfaction through product expansion. Ideally, you bring experience from the payments, telecoms, or SaaS industries.
• At least 2 years of proven experience in customer success or retention roles, or in direct sales, particularly within SME or B2B environments, with a history of exceeding revenue targets.
• Strong numerical and analytical skills, with confidence in using data to guide strategic decisions, manage portfolios, and monitor performance.
• Advanced proficiency in MS Office, especially Excel, with the ability to utilize tools for data analysis. Comfortable using online CRM solutions to discover account information and record customer interactions.
• A creative and innovative thinker who is adept at problem-solving.
• Excellent communication skills, with a knack for engaging stakeholders effectively.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.