JPMorgan Account Specialist II - Email Support 

Philippines, Cebu City 

39193407

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