Objective: As a Communication Specialist, you will be responsible for translating technical information into business-friendly communications. You will work closely with business and technical partners to ensure accurate and timely updates throughout the incident lifecycle.
Merchant Services is the global payment processing business for JPMorgan Chase & Co. Merchant Services is the world’s leading merchant acquirer with over $1 trillion in annual transaction volume in 2017. 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.
As an Application Support professional, your dedication to innovation is essential to what keeps our company moving and thriving. In this role, you’ll engage in application issues, including coordinating internal parties, troubleshooting, identifying, escalating, and communicating in accordance with our playbook. You’ll also draw on your experience to manage and mentor people to drive strategic change, both within your team as well as in collaboration with team members across JPMorgan Chase & Co.’s global network of innovators.
Responsibilities:
- Efficiently manage communications for crisis-level events from start to finish, including assessing impacts and communicating updates to internal and external clients.
- Engage in a variety of ad-hoc duties advocating on behalf of the client experience.
- Draft and disseminate timely, consistent, and meaningful updates on major incidents, including impacts, mitigation, and resolutions.
- Collaborate with Technology Operations and Application teams on large-scale, complex issues.
- Serve as the primary point of contact for digesting technical information and communicating it to internal business partners.
- Produce field-facing impact lists to support communication efforts related to prioritized issue reporting requirements.
- Demonstrate discretion and high integrity in managing sensitive issues and consumer data.
- Manage and prioritize different work-streams and projects that may span several months.
- Rotational on-call availability based on team needs.
Skills and Qualifications:
- Exceptional written and verbal communication skills in English, with the ability to convey complex technical information clearly and effectively.
- Experience collaborating and influencing stakeholders across multiple teams and lines of business.
- Strong judgment and independent decision-making ability, comfortable with evolving situations to meet critical timelines.
- Ability to manage multiple priorities in a fast-paced, high-pressure environment.
- Proficiency in Microsoft Suit applications.
- 3+ years of client interaction experience is desirable.
- Knowledge of the Merchant Services industry, products, and services is a plus.
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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
