• Sole point of contact for a portfolio of 60 merchant relationships / 200 accounts.• Provide proactive business recommendations to assist merchants with their company goals and revenue objectives.• Advise merchants on the appropriate products and features that will complement their business’ success. • Retaining, growing and developing merchants within my portfolio.• Lead mentor for the UK Account Management Team.• Team Champion for Mentoring, Cloud IQ, PayPal Credit and optimisation.

• Managing my portfolio of accounts, understanding their business and how it operates and then identifying if there is a potential upsell opportunity that suits their business model. • Reaching out to my portfolio of accounts to discuss limitations, lapses, refund rates, buyer complaints, PCI and chargebacks.• SMB point of contact for Telesales and Vetting department and resolve their various queries on a daily basis.

• Managing queries from customers by phone and email and doing my utmost in resolving customer queries and when required going out and beyond to follow up with a merchant with an email or call back and if required an escalation on their behalf.• Keeping our merchants business information up-to-date and seizing opportunities to upsell as well as retaining our merchant’s custom.• Understanding our customers businesses and educating them on our various products and policies.• Advising merchants on mitigating risk and educating them about how our system works, 3D secure and PCI compliance.

• Advising customers of the benefits of PayPal and increasing their knowledge of using the PayPal system.• Completing daily tasks as set out by my supervisor and ensuring that handling times and targets are met.• When requested sitting side by side with colleagues to provide advice on call control and quick contact resolution.