1+ months

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

Commercial Card- Retention Specialist – Supplier Experience, Analyst

Job Description

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 Specialist, you will play a key role of being a Commercial Card and Wholesale Payables Subject Matter Expert (SME), responsible for working directly with suppliers to identify objection to card and other e-payables acceptance.  By offering applicable product solutions or features, you will aim to retain suppliers on Commercial Card and Wholesale Payables programs. As a Retention Specialist, you will primarily work with at-risk suppliers to retain suppliers for clients on the Commercial Card Single-Use Account and Purchasing Card products. Retention Specialist will play a pivotal role in working directly with suppliers to provide a best in class experience for clients and their suppliers.


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



Responsibilities include:

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

  • Review Impact Analysis to determine impact of a supplier’s attrition to clients and JPMC

  • 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

  • Maintain relationships with internal key partners

  • Identify potential process improvements in supplier engagement

  • Demonstrate exceptional negotiation and follow-up skills

  • Create cases as attrition risks are identified

  • Maintain 95% or better QA scores

  • Additional responsibilities as assigned by manager

Bachelor’s Degree or relevant experience
  • Minimum of 3 years of experience in financial industry, financial services, collections or merchant services (business-to-business preferred)

  • 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 #: 200009637
    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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