• Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB. • Educate merchants on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations • Serve as a point of contact for the merchant while their issues are being addressed and resolved, and escalate issues appropriately to ensure immediately resolution • Maintain current understanding of North processing rate structures and current industry knowledge • Work with all departments within North to identify the best solution to the merchant’s concerns • Determine the “root cause” of merchant dissatisfaction if cancellation is inevitable • Make suggestions to management for improving processes to reduce account closures