You want to be the first point of contact for clients supported by the Account Management team in Merchant Services. This is where you belong!
As a Client Service Associate I - Account Manager-TCA in Merchant Services you will be responsible for providing accurate and timely routing of maintenance requests to the correct resolver group. You will leverage your mastery of multiple maintenance platforms by operating in a dynamic, collaborative and fast-paced environment. Your day-to-day will consist of managing an email in-box of service requests from internal and external sources. You will be expected to have a broad understanding of the merchant service product and resolver groups to facilitate accurate assessment and routing of maintenance requests as well the merchant services maintenance tools and operate therein with the highest level of accuracy and attention to detail.
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Job Responsibilities:
- Utilize the client relationship management (CRM) solution, track correspondences and results.
- Navigate systems and tools, and partner with cross-functional teams to solve client problems.
- Use multiple tools such as PeopleSoft Salem, Navigator, MS Office and other software products to research and direct service requests.
- Assess maintenance requests accurately and route to the correct resolver groups via their specific case management tools.
- identify and route internally and externally sourced service issues and escalations.
Required qualifications, capabilities, and skills:
- Ability to offer feedback and participate in projects for process improvements in a team environment.
- Superior organization skills and ability to prioritize requests and meet all deadlines.
- Accuracy, care and precision in working with client information are required. Must aim for \"zero defects\" or no mistakes in work processed.
- Treat every client interaction as an opportunity for customer retention and demonstrating the value of Merchant Services.
- Identify and handle complex merchant matters
- Work will be external and internal client facing
- Ability to work under frequent interruptions, maintain a positive demeanor, and analyze complex cases providing correct case creation and routing.
- Ability to effectively communicate both verbally and via written correspondence in a polished and professional manner in all interactions.
- Ability to build and maintain professional and productive relationships with peers, colleagues, and customers.
Preferred qualifications, capabilities and skills:
- Bachelor's degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience.
- 2-4 years of client relations, customer service or other related field preferred.
- Knowledge of bankcard, merchant processing or treasury industry and procedures strongly preferred.
- Demonstrated success working with minimal supervision.
- Ability to be flexible and adaptive to change.
ABOUT US
JPMorganChase, 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, paid in the form of cash and/or forfeitable equity, 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 & Co. is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.