Account Specialist II - Merchant Services (Cebu)

Job Description
Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area?
As the Account Service Specialist II within the Merchant Services team, you will be an advocate for our merchants by providing phone support, offering resolutions to payment processing issues, technical troubleshooting, and addressing general questions.
Job Responsibilities

• 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.
• 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
• Work within a Dynamic and fast paced environment. Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude

Required qualifications, skills and capabilities

• 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, including using and creating spreadsheets and databases.
• Strong knowledge of payment processing industry and related procedures and products
• High school diploma equivalent.
• Open to fresh graduate with technical background or related skills
• Must be willing to work overnight & shifting schedule

Preferred qualifications, skills and capabilities

• College/university diploma/degree.

Shift: Variable
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.