As an Account Specialist II within Email Support, you will be responsible for providing payment process support to merchants through our email channels and support a range of work from basic questions and tasks related to system logins, and payment processing, to route and track escalated items to other groups.
Job responsibilities:
- Provide first level contact and resolution to JPMC merchants via email.
- Track and disposition all incoming email work items.
- Identify emails requiring second level support and reoute to the appropriate teams.
- Maintain a high level of knowledge on general customer service and responsibilities of second level groups.
- Research questions using available job aids and information resources, following CMS procedures.
- Keep abreast of system information, changes, and updates.
- Support project - based initiatives and requests from other lines of businesses through the Email platform.
- Contribute towards early identification, monitoring, or reporting on systems, identifies possible process improvements process opportunities and /or contributing towards building robust controls
Required qualifications, capabilities and skills
- Strong knowledge of payment processing industry and related procedures and products
- High school diploma equivalent. Preferred qualification includes college/university diploma/degree.
- Preferred experience with Email Servicingor any equivalent experience
- Minimum of 2 years of payment industry experience or relevant customer service experience. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.
- Must be willing to work day-time schedules of varying start times
- Excellent written communication skills
- Must be able to multi-task, prioritize, and be self-directed, flexible, easily adaptable
- Self-motivated, works well with minimal supervision, & performs well in a team environment.
- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases.
- Critical thinking and ability to exercise independent judgment, accuracy and attention to detail
Decision making ability and independent judgment outside of direct supervision