Loyalty & Retention Support Analyst

**JOB DESCRIPTION**
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

**ABOUT US**

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

**ABOUT THE TEAM**

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.