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Loyalty & Retention Support Analyst

2 weeks ago

North York, Canada J.P. Morgan Full time

Job Description
Chase Merchant Services, a business unit of JP Morgan Chase, is a global leader in payment processing and merchant acquiring. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, and prepaid stored value cards. On the Internet or at the point of sale, Chase Merchant Services' unique combination of outstanding service, innovative solutions, and financial strength offers solid benefits to companies both large and small.
We are looking for one Loyalty & Retention Support Agent to join our team in North York, Canada who will focus on reaching out to at-risk merchants to gather information, acquire signatures and see tasks through from request to completion.

**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

**Qualifications**:
Bilingualism (French / English) both written and verbal preferred
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
Familiarity with Chase Merchant Services systems including Client Central, PeopleSoft, CST & Docusign an asset
Must be available to work between the hours of 8:00 am
- 7:00 pm.