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Merchant Services - Relationship Manager I - Phoenix, AZ

Req #: 170124841
Location: Phoenix, AZ, US
Job Category: Relationship Management/Sales
Job Description:

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone.   For more information, go to

Chase Merchant Services is the global payment processing business for JPMorgan Chase & Co.   Merchant Services is the world’s leading merchant acquirer with over $1 trillion in annual transaction volume in 2016. ChaseNet is a customized closed-loop proprietary payments platform, and Chase Pay is the firm’s new digital wallet that makes mobile transactions simple, safe and rewarding.  Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies.

The primary responsibility of the Relationship Manager I position is to provide the next level escalation support to Chase Merchant Service clients of all sizes within the Small Business segment. The Relationship Manager I is responsible for the retention of accounts for both the NAP and Global Platform by providing superior client experience whether it be a new set up or existing account. The Relationship Manager 1 will establish relationships with key decision-makers within the Small Business portfolio and work closely with internal Chase bankers. This role will focus on the renegotiation of contracts and/or reprice requests for existing clients while making efforts to increase revenue through cross-selling company products and services.  Relationship Manager I will possess skills and abilities to make critical decisions during merchant interaction whereby promoting on call resolution practices and eliminating unnecessary follow-ups, where possible.
 Key Responsibilities and Accountabilities
  • Responsible for small business retention, contract renewals, client escalations and ensuring service level target levels are achieved for clients boarded on both the NAP and Global platforms.
  • Works with internal departments to ensure a high level of support for the client.  Examples include resolving, funding, transaction rejects, software, hardware, and legal name changes
  • Make decisions against broad guiding parameters with moderate to limited direction.
  • Deliver additional value to customer base by providing proactive, consultative client support.
  • Typically supports subset of Relationship Management team or client subset in providing client support and services generally through issue resolution or narrow consultation.
  • May be accountable for regular reporting and or designated a process administrator or owner.  Makes recommendations for process improvements.
  • Day to day actions include preparation and analysis of client data to resolve and or identify questions/issues.
  • Conduct technical and analytical projects/analysis and offer recommendations for process improvements or growth/profitability strategies for assigned area based on findings.
  • Requires independent judgment.  Developing subject matter expertise and experience and understanding of different functional areas within RM.
  • Responsible for developing, growing and retaining business for designated portfolio.
  • Make decisions against broad guiding parameters with some direction/guidance.  Basic consultative, proactive client support.
  • Responsible for coordinating quarterly/annual client performance reviews and other reporting needs.
  • May assist in developing, maintaining and improving policies, processes and procedures for both/either department and client enhancement.
  • Understand and assess client needs and trouble shoot issues.
  • Apply consultative influencing and selling to develop and execute strategies to deliver appropriate solutions.
  • May offer technical consulting and optimal execution.
  • Expectations to grow portfolio’s profitability through effective account management and implementation of product strategies and cross selling.
  • Drive contract renegotiations.
  • Make recommendations on new products and services dependent on client impute and general industry observations.
  • Assist with analysis needs of senior tem members.
  • Present to executive team and/or clients as appropriate.
  • Handle case type that are more complex, risk exposure and specified cross lines of business High Profile partnerships.
  • Participate in select projects that require advance skills that come via additional training and experience.
Minimum Requirements
  • Bachelors degree in business administration, accounting, marketing or other related fields
  • Generally 5+ year’s industry or relevant experience in account management, sales or contract negotiation
  • Knowledge of bankcard sales or support experience strongly preferred
  • Knowledge of bankcard industry procedures, interchange fees, and overall pricing methods
  • Negotiation and influencing skills, presentation skills, analytics capability.
    Ability to provide professional and interpersonal communication when interacting with others
  • Ability to enhance revenue and market share through effective use of relationship management skills.  
  • Ability to analyze and research to resolve issues. 
  • Ability to effectively communicate both verbally and written with customer contacts



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