Loyalty & Retention Support Analyst

At JPMorganChase you will have the chance to be part of an amazing development journey while contributing to support our customers needs.

As a Loyalty & Retention Support Analyst within Chase Merchant Services, you will focus on reaching out to at-risk merchants to gather information, acquire signatures and see tasks through from request to completion. You will be responsible for leading support functions such as AML / KYC, Risk Reviews, Payment Brand Violations, and generating reports. You will handle inbound and outbound calls in a metrics-promoten environment, cross-sell value-added products or services, and record detailed notes of all merchant communications and actions. This role requires strong communication skills, excellent customer service skills, and the ability to manage competing priorities in a fast-paced environment.

Job responsibilities:

• Leading support functions for the team such as AML / KYC, Risk Reviews, Payment Brand Violations, obtaining information from merchants, conducting research and generating reports
• Handling inbound and outbound calls for at-risk Chase Merchant Services merchants in a metrics-driven environment
• Navigating multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment
• Cross selling value-added products or services to enhance the merchants processing experience
• Recording detailed notes of all merchant communications and actions
• Abiding by all applicable regulatory and departmental practices and procedure

Required qualifications, capabilities and skills:

• Strong communication skills for interactions with team members, internal departments, senior management and clients
• Highly organized with ability to manage competing priorities
• Excellent customer service skills and experience helping merchants with escalated service issues
• Complete computer and Microsoft Office proficiency a must
• Effective problem solving, oral and written communication skills
• Must be available to work between the hours of 8:00 am- 7:00 pm.

Preferred qualifications, capabilities and skills

• Bilingualism (French / English) both written and verbal preferred
• Familiarity with Chase Merchant Services systems including Client Central, PeopleSoft, CST & Docusign an asset