JPMorgan EU Merchant Client Service Account Manager – Associate 

United Kingdom, England 

739727778

Job Responsibilities

• Provide account management support to merchant clients (primarily by email) as per agreed SLAs to support day to day inquiries, as well as change requests submitted by Merchants
• Partner with internal teams to resolve inquiries and troubleshoot issues, ensuring follow-up on any agreed actions
• Provide daily support for Sales partners on issue resolution and act as a point of contact for escalations
• Operate in a highly regulated environment, ensuring appropriate policies, procedures and controls are in place and followed to control risk and ensure we deliver and exceed our customer expectations
• Use a client relationship management (CRM) tool to track correspondences and results
• Offer feedback and participate in projects for process improvements in a team enviroment
• Ensure accurate and timely responses to maximize individual scorecard potential
• Treat every client interaction as an opportunity for customer retention and demonstrating the value of the business

Required qualifications, capabilities, and skills

• Customer service experience, with a focus on excellence, servicing customers in an eCommerce or financial services environment
• German/English bilingual is required
• Ability to deliver on KPIs and execute on process improvements and project work
• Excellent communicator and listener, both verbally and in writing
• Ability to multi-task effectively and prioritize rigorously
• A self-starter, who confronts and escalates issues and barriers head-on and with an appropriate sense of urgency
• High degree of competency with computer software systems such as Microsoft Office, including using excel spreadsheets and building powerpoint presentations
• Agreeing to work in the office five days per week
• Agreeing to work during our operating hours, which includes bank holidays as required

Preferred qualifications, capabilities, and skills

• Knowledge of payment processing, merchant services and related procedures and products