JPMorgan Chase Merchant Services Specialist 

United Kingdom, England 

212768405

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. A Merchant Services Account Specialist is an advocate for our merchants and internal Chase partners. As an Account Specialist, 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 collected 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 creates 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

• Excellent verbal and written communication skills
• Must be able to multi-task and be self-directed
• Flexible, easily adaptable; able to work in a dynamic and fast-paced environment
• Ability to provide professional and interpersonal communication when interacting with others
• Self-motivated, works well with minimal supervision, and performs well in a team environment
• Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets

Preferred qualifications, capabilities and skills

• Customer service experience is preferred
• Knowledge of payment processing industry and related procedures and products preferred
• Must be willing to work in an environment that requires 100% phone-based customer interaction

Work Schedule

• Must be willing to work schedules during our operating hours, including weekends and bank holidays up to 1am.
• Must be willing to work in office three days per week