JPM Payments- Merchant Services- Loyalty & Retention – Relationship Manager (Bilingual EnglishFrench)

Description

Our Merchant Services Loyalty & Retention team are searching for our newest Relationship Manager fluent in French and English to join our on-site team in Toronto Ontario that will focus on engaging & retaining at-risk merchants.

J.P. Morgan Payments is among the worlds largest most trusted and innovative full-service providers in one of the most dynamic and rapidly transforming spaces in financial 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 fintechs to expand our client base and product offerings.

J.P. Morgan Payments offers specialized solutions that provide operating efficiencies and value beyond other standardized solutions available in the market. Our global product and technology platform integrated client service model and network of operational centers enable J.P. Morgan Payments to deliver a consistent set of services to clients no matter where they are across the world.

Role Responsibilities

• Managing inbound and outbound calls for at-risk clients in a metrics-driven environment
• Leveraging your rapport building relationship management and negotiation skillset to identify and deliver bespoke solutions and resolutions to retain our clients who wish to leave us
• Navigating multiple technologies while staying engaged with our clients
• Leveraging your analytical skillset to identify and solution issues merchants are experiencing and providing improvements to existing setups and products
• Leveraging your sales skillet to cross-sell value-added products or services in order to enhance the merchants processing experience
• Leveraging your attention to detail to keep consistent record of all merchant communications actions and next steps
• Identifying trends in engagement and provide feedback and recommendations for improvement

Required & essential qualifications capabilities and skills

• Full written and verbal fluency in French & English
• Excellent client service skills and experience assisting clients with escalated service issues
• Negotiation and sales skills
• Complete technology and MS Office proficiency
• Professionalism attention to detail and creative problem-solving skills
• Ability to communicate and work efficiently between teams and departments distributed globally
• Payments or financial institution industry experience
• Familiarity and/or experience with customer management platforms including Salesforce PeopleSoft EBS and CST
• Account management experience

Asset & nice-to-have qualifications capabilities and skills

• Payments or financial institution industry experience
• Familiarity and/or experience with customer management platforms including Salesforce PeopleSoft EBS and CST
• Account management experience