Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies.
As a Merchant Services Account Specialist within the Chase Merchant Services department, you will serve as a champion for both our merchants and internal Chase partners. Your role will involve providing phone support, offering solutions for payment processing, troubleshooting technical issues, and handling general inquiries. Furthermore, you will have the chance to advance through successive skills training - Level 1, Payment Terminals, Account Management, and Pricing.
Job responsibilities
- Answers calls from our merchants and provide first call resolution
- Identifies analyzes and documents information collection from merchants
- Resolves issues and merchant concerns accurately and expediently while adhering to business policies and procedures
- Ensures timely follow-up on merchant inquiries 100% of the time
- Troubleshoots technical problems to determine the root cause and provide a viable solution
- Analyzes transactions, deposits, statements and account information to resolve and provide solutions for our merchants
- Maintains a high level of knowledge surrounding new products, equipment(s), features and services
- Meets or exceeds production goals as outlined in the metrics scorecard
- Escalates issues that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank
- Liaises with other areas of the organization to provide timely resolution to merchant inquiries
- Demonstrates exemplary team working skills by maintaining a professional, positive and supportive attitude
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Required qualifications, capabilities and skills
- BILINGUAL ENGLISH/FRENCH
- Excellent verbal and written communication skills combined with ability to multi-tasking and be self-directed
- Flexibility and ability to work in a dynamic and fast-paced environment
- Self-motivation and ability to work well with minimal supervision
- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets
- Willingness to work in an environment that requires 100% phone-based customer interaction
- Willingness to work schedules during our operating hours, which can include evenings, bank holidays and weekends
- Willingness to work in office three days per week
Preferred qualifications, capabilities and skills
- Customer service experience
- Knowledge of payment processing industry and related procedures and products
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
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.