Job Description
Unlock your potential and join the team that is assisting customers find solutions in one of the world's most innovative banks. You will play an integral part in providing exceptional customer service by resolving customer issues with focus in providing Ease, Expertise, and Great Experiences at Every Customer Interaction.
As a Specialist in Chase Merchant Services, you will serve as a champion for both our merchants and internal Chase partners. Your role will involve providing phone support, offering solutions for payment processing, troubleshooting technical issues, and handling general inquiries. Furthermore, you will have the chance to advance through successive skills training - Level 1, Payment Terminals, Account Management, and Pricing.
Job responsibilities
- Answer calls from merchants and provide first-call resolution
- Identify, analyse, 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, aiming for 100% resolution
- Troubleshoot technical problems to determine the root cause and provide a viable solution
- Analyse transactions, deposits, statements, and account information to resolve and provide solutions for merchants
- Maintain a high level of knowledge surrounding new products, equipment, 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 create risk or exposure for the merchant or the bank
- Liaise with other areas of the organisation to provide timely resolution to merchant inquiries
- Demonstrate exemplary teamwork skills by maintaining a professional, positive, and supportive attitude
Required qualifications, capabilities, and skills
- Bilingual in French and English
- Excellent verbal and written communication skills, with the ability to multitask and work independently
- Flexibility and ability to thrive in a dynamic, fast-paced environment
- Self-motivated and capable of working with minimal supervision
- Proficient in computer software systems such as Microsoft Office, including spreadsheet creation
- Willingness to work in an environment that requires 100% phone-based customer interaction
- Flexible availability to work during our operating hours up to 1am, including evenings, bank holidays, and weekends
Preferred qualifications, capabilities, and skills
- Previous customer service experience
- Knowledge of the payment processing industry and related procedures and products
About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Top Skills
JPMorganChase London, England Office
25 Bank Street, Canary Wharf, London, United Kingdom, E14 5JP
