1+ months

JPMorgan Chase & Co.
Tempe, AZ 85281
  • Job Code

Commercial Card - Team Leader – Supplier Experience, Associate

Job Description

Job Title: Commercial Card Team Leader – Supplier Experience

Location: Tempe, AZ

Hiring Manager: Jessica Nunez

Email: Jessica.j.nunez@jpmchase.com



The B2B Supplier Experience (SE) Team is responsible for the development and execution of strategic initiatives to drive supplier adoption of commercial card and other payable solutions.  The SE Team provides end-to-end supplier enablement for PCard, One Card and SUA, commercial card products, as well as other e-payables such as ACH. The SE team spans Performance Analytics, Client Consultation & Campaign Management, Supplier Recruitment, Support and Retention.  Collectively, the SE team drives acceptance of wholesale payables for our Commercial Bank (CB) and Corporate and Investment Bank (CIB) clients.


As a Retention Supervisor, you will play a key role of being a Commercial Card and Wholesale Payables Subject Matter Expert (SME), responsible for assisting the Retention Manager in coaching, developing and leading a team of Retention Specialists. Retention Specialists are responsible for working directly with suppliers to identify objection to card and other e-payables acceptance. By offering applicable product solutions or features to retain supplier on Commercial Card and Wholesale Payables programs. Retention Specialists primarily work with at-risk suppliers to retain suppliers for clients on the Commercial Card Single-Use Account and Purchasing Card products. As a Retention Supervisor, you will play a pivotal role implementing and managing processes that directly support leadership to drive consistent performance across Retention Specialists and provide best in class experience for clients and their suppliers.


Key focus of this role is to engage and partner closely with the Retention Manager, Retention Specialists, suppliers and internal client Relationship Management partners, to ensure attrition is minimized as well as proactively identify client or supplier issues.




Responsibilities include:

  • Develop and lead a team of retention specialists

  • Demonstrate exceptional leadership, follow-up and project management skills

  • Become a “strategic and trusted advisor” in the eyes of internal partners by representing the team as a SME

  • Assist with development and execution of retention strategy through collaboration with Retention Manager to drive maximum efficiency

  • Coach and develop team members as necessary by partnering with Retention Manager to identify potential areas of improvement

  • Leverage insights from business partners to drive improved processes for specialists

  • Manage supplier retention leads across multiple inbound channels, including phone, email, web and internal reporting

  • Review Impact Analysis to determine impact to clients and JPMC

  • Maintain internal relationship management with key partners

  • Identify root cause for suppliers wishing to opt out of card acceptance and offer product and/or service solutions to meet supplier needs and retain them in the card program

  • Additional responsibilities as defined by manager

  • Maintain 95% or better QA scores across the team



  • Bachelor’s Degree or equivalent experience/training preferred

  • Minimum of 5 years of experience in financial industry, financial services, collections or merchant services

  • Minimum of 2 years of experience in a supervisor/team lead role in a call center environment

  • Ability to lead and motivate employees

  • Proven experience in working across departments, lines of business within large organizations

  • Approach problems logically and with good judgement to ensure the appropriate supplier and client outcomes

  • Ability to present and communicate effectively and confidently

  • Proactive communication skills along with strong verbal and written communication

  • Ability to build relationships with laser focus in understanding client and supplier needs to turn them into actionable solutions

  • High level of integrity, energetic, competitive and goal-oriented; highly motivated

  • Ability to present and communicate effectively and confidently

  • Excellent influencing, creative solution and problem solving skills

  • Ability to prioritize, self-direct and have sound interpersonal skills

  • Quickly adapt and resolve escalating, complex issues in a fast-paced, matrix environment

  • Ability to manage multiple, diverse situations with strong attention to details

  • Proficient in MS Office Suite, specifically Excel, Word, PowerPoint, Outlook


To be considered for this role, you may be required to complete a video interview powered by HireVue

Req #: 200009636
Location: Tempe, AZ US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

Keyword: card%20services


Posted: 2020-03-09 Expires: 2020-06-03

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JPMorgan Chase & Co.
Tempe, AZ 85281

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