Chase, a leading provider of diverse financial services worldwide, is actively seeking team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction. We have opportunities for Account Specialist II position in our Chargebacks group.
As an Account Specialist II in Corporate Investment Bank (CIB), you will have a vital position in supporting our customers. You will help customers resolve their questions and concerns. You will also ensure our merchants receive superior support throughout the chargeback cycle by acting as an advocate on their behalf.
Job Responsibilities:
- Answer and resolve inquiries from internal/external sources that relates to Post Deposit Events (chargebacks, retrievals and adjustment, etc.)
- Ensure timely follow-up on merchant/card issuer inquiries 100% of the time
- Research and work incoming chargebacks from work queue Analyze disputes and other exceptions; follow defined procedures accurately to take appropriate actions within strict deadlines
- Research any errors such as duplicate, voided, partial or incomplete statuses on various systems as needed. Liaise with other areas of the organization, card issuing banks and merchants, in order to provide timely resolution to merchant inquiries
- Educate the merchant on the Payment Brand and Debit Network Rules and assist in resolving disputes
- Work Chargeback cases within strict timeframes; failing to do so could potentially result in the financial liability or reputational risk for the business and company
- Interface with several internal departments on a regular basis (e.g. Account Management, IT, Accounting, Product & Project Management, Leadership & Development and Help Desk)
- Have high analytical ability given the direct impact to the merchant experience and merchant retention
- Have working knowledge of the Payment Brand and Debit Network Rules and Regulations in order to make correct decisions
- Use complex decision making when reviewing the multiple Chargeback reason codes, each with specific regulations
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Required qualifications, skills and capabilities:
- Minimum of 2 years of customer interaction or customer support experience
- Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome
- Excellent verbal and written communication skills
- Must be able to multi-task and be self-directed
- Flexible, easily adaptable
- Ability to provide professional and interpersonal communication when interacting with others
- Self-motivated, works well with minimal supervision, & performs well in a team environment.
Preferred qualification, skills and capabilities:
- Ability to multitask using a computer and simultaneously provide customer support
- Comfortable in a fast-paced, consistently changing environment
- Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation 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.
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.
JPMorgan Chase is an Equal Opportunity Employer, including 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.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.