JPM Payments - Merchant Services - Loyalty & Retention – Relationship Manager

Testing Site - JPMC; Toronto; On-site; CAD 75,000 - 110,000; Full time

Job summary

J.P. Morgan Payments in Toronto, Ontario is seeking a Relationship Manager to join our on-site team.

You will engage and retain at-risk merchants, manage communications, and deliver bespoke solutions to reduce attrition. Responsibilities include leveraging your relationship-building and negotiation skills, navigating multiple technologies, and collaborating with global teams to improve merchant experiences and cross-sell value-added services.

Qualifications

• 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 with Salesforce, PeopleSoft, EBS, CST.

Responsibilities

• Managing inbound and outbound calls for at-risk clients in a metrics-driven environment.
• Leveraging rapport building, relationship management, and negotiation to retain clients.
• Navigating multiple technologies while staying engaged with clients.
• Analyzing merchant issues and providing improvements to existing setups and products.
• Cross-selling value-added products or services to enhance the merchant's processing experience.
• Maintaining detailed records of all merchant communications, actions, and next steps.
• Identifying engagement trends and providing feedback for improvement.

Skills

Client service

Negotiation

Sales

MS Office

Attention to detail

Problem solving

Cross-team collaboration

Industry experience

CRM systems

Account management

French language

Tools

Salesforce

PeopleSoft

EBS

CST

Job description

Description

Our Merchant Services Loyalty & Retention team are searching for our newest Relationship Manager 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 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 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 merchant's 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

• 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

• Verbal and written fluency in French
• Payments or financial institution industry experience
• Familiarity and/or experience with customer management platforms including Salesforce, PeopleSoft, EBS, and CST
• Account management experience