jpmorgan-chase-%26-co. - BOURNEMOUTH, DORSET, United Kingdom | 2024-09-20 16:58:34

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 in the Merchant Payments Solution Center, you will be an advocate for our merchants and internal Chase partners. You will provide phone support by offering resolutions for payment processing, troubleshooting technical issues, and addressing general inquiries. In addition, you will have the opportunity to progress through successive skills training - Level 1, Payment Terminals, Account Management and Pricing.

Job responsibilities:

• Answer calls from our merchants and provide first call resolution
• Identify, analyze and document information collection from merchants
• Resolve issues and merchant concerns accurately and expediently while adhering to business policies and procedures
• Ensure timely follow-up on merchant inquiries 100% of the time
• Troubleshoot technical problems to determine the root cause and provide a viable solution
• Analyze transactions, deposits, statements and account information to resolve and provide solutions for our merchants
• Maintain a high level of knowledge surrounding new products, equipment(s), features and services
• Meet or exceed production goals as outlined in the metrics scorecard
• Escalate issues that cannot be resolved within the anticipated service level or that create risk or exposure for the merchant or the bank
• Liaise with other areas of the organization to provide timely resolution to merchant inquiries
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude

Required qualifications, capabilities and skills:

• BILINGUAL ENGLISH/SPANISH
• 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 

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