Merchant Services - Bilingual Proactive Loyalty Relationship Manager

J.P. Morgan Payments is among the world’s largest, most trusted and innovative full-service providers in one of the most dynamic and rapidly transforming spaces in financial services. In addition to providing international cash management, liquidity, commercial card, FX, escrow solutions, merchant services and trade finance, we continue to invest in future-growth initiatives, such as blockchain, AI & ML, as well as form partnerships with rising fintech’s to expand our client base and product offerings.

As the Merchant Services - Bilingual Proactive Loyalty Relationship Manager within J.P. Morgan Payments, you will handle inbound and outbound calls for at-risk Chase Merchant Services merchants in a metrics-promoten environment. You will participate in proactive campaigns and projects focused on retaining customers and improving merchant experience, navigate multiple technologies while staying engaged with our customers, and analyze issues merchants are experiencing to provide improvements to existing setups and products. You will also cross-sell value-added products or services to enhance the merchants' processing experience, record detailed notes of all merchant communications and actions, and identify trends in engagement to provide feedback and recommendations for improvement.

Job Responsibilities

• Handling inbound and outbound calls for at-risk Chase Merchant Services merchants in a metrics-driven environment
• Participating in proactive campaigns and projects focused on retaining customers and improving merchant experience
• Navigating multiple technologies while staying engaged with our customers
• Analyzing issues merchants are experiencing and providing improvements to existing setups and products
• Cross-selling value-added products or services in order to enhance the merchants processing experience
• Recording detailed notes of all merchant communications and actions
• Identifying trends in engagement and provide feedback and recommendations for improvement

Required qualifications, capabilities and skills

• Full written and verbal fluency in French & English required
• Payments or banking industry experience
• Excellent customer service skills and experience helping customers with escalated service issues
• Negotiation and sales skills
• Complete technology and Microsoft Office proficiency a must
• Professionalism, attention to detail, and creative problem-solving skills
• Excellent written and verbal skills (English/French)
• Familiarity with Chase Merchant Services systems including Salesforce, PeopleSoft, EBS, and CST
• Ability to communicate and work efficiently between teams and departments distributed globally
• Must be available to work between the hours of 9:00am - 5:00pm in our Toronto office