Chase Merchant Services, a business unit within Corporate & Invesment Banking (CIB) -Wholesale Payment Operations (WPO), it is is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing. With a legacy of innovation and vision in electronic payments, Chase promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions. Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase 's consultative approach helps today's small and emerging businesses become tomorrow's industry leaders. On the Internet or at the point of sale, Chase Merchant Services unique combination of outstanding service, innovative solutions and financial strength offers solid benefits to companies both large and small.

• Respond to and handle incoming emails and CC cases from internal departments
• Assist frontline specialists with escalations and general support needs via assist queue and other means (e.g. chat, email, etc.)
• Monitor queues, specialists adherence, and share service level updates
• Assist with RSAM/AMG/EURC tickets
• Follow outage procedures during on and off hours
• Provide assistance to Help Desk and Tech Support with incoming calls when call volume requires it
• Coach frontline specialists through various mediums (i.e. huddles, reworks, email, new hire training)
• Facilitate team huddles and other trainings related to the function
• Handle special projects and tasks as assigned by Management

• Are able to navigate multiple technologies while staying engaged our customers and demonstrate resiliency and extreme adaptability in a fast-paced environment
• Possess strong customer focus with the ability to have detailed conversations with our customers and take ownership of each customer interaction while treating customers with respect and responding with empathy
• Document customer account activities thoroughly and concisely and demonstrates personal excellence including punctuality, integrity, and accountability
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Make appropriate decisions on behalf of our customers quickly and effectively
• Effectively prioritize work to ensure efficiency
• Are required to abide by all applicable regulatory and department practices and procedures
• Have the ability to work independently and in a team environment and Think critically and exercise independent judgement

• Must have payments industry experience servicing US/CAN-based clients/merchants
• High school diploma equivalent. Preferred qualification includes college/university diploma/degree.
• Must be willing to work schedules during our operating hours, which include evenings, weekends, & holidays.
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Minimum of one year of customer interaction or customer support experience strongly preferred, either by phone or face to face
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred