Job 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 expterise of Stratus or Tandem platform is required. 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

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.

About Us 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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.