JPMorgan Account Specialist IV - Merchant Services Corporate & Investment Banking 

Philippines, Quezon City 

404688808

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