Account Retention Representative

Status:Full Time, Employee
Job Ref Code:110093130
Job Location:Tempe, AZ 85281

About JPMorgan Chase:
JPMorgan Chase Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.1 trillion and operations in more than 60 countries. The Firm is a leader in investment banking, financial services for consumers, small-business and commercial banking, financial transaction processing, asset management and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. The headquarters for JPMorgan Chase is located in New York. J.P. Morgan Chase Co. has six lines of business:

 
JPMorgan Chase holds leading positions in most major categories it competes in across its peer group.  JPMorgan Chase reported full-year 2010 earnings of $17.4 billion on revenue of $104.8 billion.
 
The firm continues to successfully navigate through the intense credit and capital markets turbulence, protecting the company and capitalizing on any opportunities that present themselves.  The firm has a history of showing leadership during times of financial crisis and will continue to build on that legacy. 
 
Culture:
JPMorgan Chase is committed to building vibrant communities, preserving the environment and promoting an inclusive culture that benefits its shareholders, customers, employees, neighbors and future generations.  The firm does this in multiple ways, ranging from charitable giving and diversity initiatives to the promotion of economic opportunity and development.  The organization strives to be fair and ethical in business practices and has a strong set of principles that guides our actions and informs decisions.  The firm is helping to protect the environment and works at deep community involvement.  A select few awards include:
 

 
About Chase Paymentech:
Chase Paymentech, a business unit of JPMorgan Chase within Card Services, is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies.  The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing.  With a legacy of innovation and vision in electronic payments, Chase Paymentech promoted the growth of e-commerce worldwide.   The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions.  Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase Paymentech's consultative approach helps today's small and emerging businesses become tomorrow's industry leaders.  On the Internet or at the point of sale, Chase Paymentech's unique combination of outstanding service, innovative solutions and financial strength offers sold benefits to companies both large and small.
Proactive Service Manager (PSM)
 
Description:  Proactive Service Manager (PSM) provides the next level escalation support to Chase Paymentech's customer service teams for existing small to mid size merchants.  Responsibilities of this position are specific to working as a team of relationship managers/account executives and include:
1.       Perform a business consultant function for the small business segment whereby addressing escalation issues / next level support for internal first point of contact service areas. Responsible for researching and resolving a wide range of complex processing issues while focusing on customer retention through effective negotiation.
2.       Conduct pricing and contract reviews while focusing on revenue and customer retention through effective account analysis and negotiation. Up-sell additional business as warranted to promote revenue growth and merchant exclusivity with CPS.
3.       Act as transaction processing expert for clients providing alternative processing solutions and options. Monitor and analyze financial trends and processing methods, and work with clients to minimize processing costs (cost of doing business).
4.       Identify improvements to existing systems/products, and opportunities for new products and services. Sell value-added products or services to existing accounts, while strengthening the business relationship with the client
 

 
Minimum Requirements:
Education/Experience
Bachelor's degree in business administration, accounting, marketing or other related fields. In lieu of degree, relevant work experience should have a minumum of one year of experience within account management, sales, negotiations, or supervisory support within the acquiring industry. Excellent written and verbal communication skills are required; must have the ability to provide professional  interpersonal communication when interacting with others.
 
Preferred Skills or Special Abilities           
·         Acquiring/merchant processing experience, including knowledge of interchange is preferred.
·         Effective negotiation background preferred.
·         Ability to work in a fast paced, customer focused environment with emphasis on organization, multi-tasking and time management skills.
·         Problem solving, analytical skills and the ability to balance multiple tasks simultaneously are essential.
·         Ability to enhance revenue and market share through effective use of relationship management skills. 
·         Ability to quickly establish rapport and identify needs or concerns for immediate resolution.
·         Knowledge of several computer software systems including word processing and spreadsheets.
 
 


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JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.