Complex Implementations Team (CIT) Relationship Manager - Payments -Senior Associate
Champion our mission by delivering exceptional client experience and fostering collaboration within the our team. We are seeking a relationship manager to support key onboarding for business clients.
As a Relationship Manager of the Complex Implementations Team (CIT) within Chase Merchant Services, you will play a pivotal role in supporting the onboarding and activation of Point of Sale (POS) solutions for small and medium-sized business clients. You’ll excel in this role if you thrive in a collaborative environment and are passionate about delivering exceptional client experiences.
The Small & Medium-Sized Business Organization (SMB Payments) is part of global JP Morgan Payments organization and is an innovative leader in serving small and medium-size business clients through banking, payments, and value-added services. We take a client-first approach in developing solutions that help our more than 5 million small business customers across the US and Canada to start, run and grow their businesses. Together, J.P. Morgan and Chase hold the #1 position in payments market share -- both in number of transactions and volume -- processing over 2 trillion in volume and over 50% of eCommerce transactions in the U.S. The SMB Payments team is a group of builders with an entrepreneurial mindset, and we are looking for team members who value collaboration, accountability, inclusivity, customer centricity and innovation. We are committed to your professional development and offer opportunities for career growth within our dynamic and supportive organization.
Job Responsibilities
- Collaborate with Business Development (BD) representatives to identify and consult on Point of Sale (POS) solutions, Value-Added Reseller (VAR) partnerships, and internal products for small business clients.
- Serve as a subject matter expert on merchant services, helping RMs and BD teams position the right solutions based on client segment, use case, and growth stage.
- Monitor activation milestones, proactively address bottlenecks, and ensure clients are fully enabled to accept payments and leverage value-added capabilities.
- Conduct quarterly training sessions and ongoing enablement to reinforce the go-to-market strategy across POS partners and internal stakeholders.
- Host bi-weekly office hours to address questions, share best practices, and drive consistency in how solutions are positioned and delivered.
- Partner with Marketing, POS vendors, and Commercialization teams to develop and maintain up-to-date sales sheets, playbooks, and client-facing materials.
- Collaborate with BD and POS/VAR partners to address escalation requests, resolve issues quickly, and promote client retention and a positive client experience.
- Proactively identify and implement enhancements to onboarding and activation processes.
Required Qualifications, Capabilities, and Skills
- 3+ years of experience in the payments industry or a related field.
- Strong knowledge of the merchant services industry, including POS solutions and VAR partnerships.
- Proven experience in project management and client relationship management.
- Excellent analytical and problem-solving skills, with a client-first mindset.
- Strong interpersonal and communication skills, capable of managing multiple clients and projects simultaneously.
- High level of integrity and professionalism, adhering to regulatory requirements and sound risk management protocols.
Ability to adapt in a fast-paced, evolving environment
Preferred Qualifications
- 5+ years of experience in the payments industry or a related field.
- Demonstrated success in cross-functional collaboration and resourcefulness in addressing customer needs.
- Familiarity with digital onboarding processes and tools.