VP Application Support - CIB Technology - Top Client Team at JPMorgan Chase Bank, N.A. (Tempe, AZ)

Employer Description

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans

Chase Merchant Services, the global payment processing business for JPMorgan Chase & Co., is the world's leading merchant acquirer with over $1 trillion in annual transaction volume. 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.

VP Application Support - Top Client Implementations

CIB Technology is seeking a VP, Application Support in Technical Implementations. This is a senior level individual contributor role. The individual will be a subject matter expert on either the Stratus or Tandem Payment Platform with a proven track record working with highly complex client integrations to Chase Core platforms. This role requires extensive platform and business knowledge. The ability to quickly learn and understand the certification and/or consultative process for client integrations is critical for this role.

Internal Description

This role requires a subject matter expert on either the Stratus or Tandem Payment Platform. The VP, Application Support will have a dedicated portfolio of clients that he/she is responsible for providing best-in-class service. The candidate will manage the end to end certification process and be capable of performing accurate and complex work with prompt turnaround times. Merchants supported by this role are existing clients who are highly strategic, visible, and top revenue generating clients. The VP should be keenly aware of activities occurring with the clients in their assigned portfolio and a strong team player. He/she must be capable of building relationships with the clients and internal partners involved in the management of the assigned portfolio. The objective is to ensure clients within the portfolio receive streamlined service with a high level of satisfaction leading to long term retention.

While this is not expected to be a frequent ask, the VP may be needed to participate in scheduled go-live activities that happen outside standard business hours. The VP must also be willing to assist the client after hours if an emergency situation arises (typically around go-live activity) that is believed to be related to the certification and testing process. The candidate may also participate in other special projects related to the support of top tier clients in Merchant Services in the dedicated support portfolio. This is a newly formed team and new processes, metrics, and workflows are evolving in conjunction with partner teams supporting the clients in scope.

Individuals in this role are expected to be seasoned professionals. The role requires the ability to lead discussions on conference calls with senior level executives, de-escalate, and navigate sensitive topics with clients.

Qualifications:
* Requires 5+ years of work experience in Payment Industry. Knowledge of the certification process is a strong + and expertise of Stratus or Tandem platform is required. Candidates without expert level Stratus or Tandem knowledge will not be considered.
* Gateway knowledge in addition to Stratus or Tandem is a strong plus.
* Thorough understanding of Chase network and connectivity protocols
* A strong track record performing successful certifications for complex clients or working on complex projects
* A proven track record of taking ownership, driving issues to resolution, and a true passion for client obsession
* Strong collaboration, technical consulting, trouble-shooting, and analytical thinking skills
* Able to comprehend complex client requirements, technical specifications, and unique client integration needs.
* Polished and professional verbal and written communication skills with a keen attention to detail
* Ability to effectively track and manage issues and effectively communicate with senior level management (internal and external)
* Must demonstrate a track record of progressive personal development
* Must be able to effectively deal with escalations and demonstrate patience, empathy, and a sense of urgency when dealing with clients
* Ability to interact effectively with all levels of management including senior executives within the client organization and JP Morgan organization.
* Highly motivated with the drive to learn new skills
* Demonstrated organizational skills including effective prioritization, timely and appropriate case documentation
* Strong internal network and the ability to leverage internal resources to drive resolutions to problems
* Proficiency with Microsoft Visio, PowerPoint, and/or Excel
* Projects are deadline driven and must be capable of delivering within comitted timeframes

Desired Qualifications (Not Essential but a plus):
* EMV certification expertise (Willing to learn is essential if this is not a developed skill)
* Certification expertise with Core transaction processing platforms (Stratus,Tandem Orbital Gateway)
* Formal project management skills or exposure to project management concepts (e.g. Project Management 101)
* Advanced understanding of networking and connectivity protocols

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans

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