On the Internet or at the point of sale, Chase Merchant Services
Position Summay:
Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Chase Merchant Service Account Specialist IV is an advocate for our merchants by providing support to the broader CMS function including, but not limited to our phone specialists.
Job Responsibilities:
- 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
Required qualifications, skills and capabilities:
- 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
Preferred qualifications, skills and capabilities:
- Must have payments industry experience servicing US/CAN-based clients/merchants
- High school diploma equivalent. Preferred qualification includes college/university diploma/degree.
- Must bewilling 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