Account Specialist II - Merchant Services (Commercial & Investment Bank)

Job Description :

At JPMorgan Chase, we endeavor to provide a place where your development and growth are nurtured and achieve your highest potential.

As an Account Specialist II - Merchant Services within the Chase Merchant Services team, you will have the opportunity to champion our merchants needs. In this role, you will be a key player in our mission to deliver top-notch service to our merchants. You will provide phone support, resolve payment processing issues, troubleshoot technical problems, and answer general questions. This role offers you the chance to make a significant impact on our merchant's experience with us.

Job responsibilities:

• Advocating Merchants Putting Customers first and being there for our Customers
• Answer and resolve calls from our merchants. Be the First contact resolver for our Merchants
• Identify, analyze, and document information collected from merchants
• Resolve issue and merchant concerns accurately and expediently while adhering to business Policies & Procedures.
• Ensure timely follow-up on merchants 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 in order 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 and Escalate of any issue 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 in order to provide timely resolution to merchant inquiries and Ability to work within a Dynamic and fast paced environment
• 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
• Ability to provide professional and interpersonal communication when interacting with others
• Self-motivated, works well with minimal supervision, & performs well in a team environment.
• Knowledge of computer software systems such as Microsoft Office, includingusing and creating spreadsheets and databases

Preferred 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.
• Minimum of 2 years ofpayment industry experience is preferred. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.
• Must be willing to work overnight & shifting schedule