Account Specialist II- Merchant Services Client Solutions Center- Bilingual English & Spanish Required

Job Description
Join Chase Merchant Service, a global leader in payment processing and merchant acquiring where innovation meets excellence. As part of our team, you'll be at the forefront of authoring transactions in over 130 currencies, supporting the growth of e-commerce worldwide. We offer secure payment solutions, improve cash-flow management, mitigate risk, and accelerate funding, helping small and emerging businesses becomes tomorrow's industry leaders. Embrace the opportunity to be of a company that fuels the success of the internet's largest brands, processing more than 50 percent of all internet transactions. Your career growth and mobility await in a dynamic environment that values your skills and contributions.
As a Chase Merchant Service Specialist within our Merchant Support Group, you will pay a crucial role in delivering exceptional service to our merchants. You will be an advocate for our merchants, providing phone support to resolve payment processing issues, troubleshoot technical problems, and address general inquiries. Your expertise and dedication will ensure that our merchants receive the best possible support, contributing to their success and the continued growth of Chase Merchant Services.
Job responsibilities:

• Prioritize customer satisfaction by being the first point of contact and resolving merchant call efficiently.
• Identify, analyze, and document merchant information to resolve concerns accurately and expediently, adhering to business policies and procedures.
• Determine root causes of technical problems and provide viable solutions.
• Analyze transactions, deposits, statements, and account information to resolve issues and provide solutions for merchants.
• Maintain high level of knowledge about new products, equipment, features, and services.
• Meet or exceed production goals as outlined in the metrics scorecard.
• Escalate unresolved issues and liaise with other organizational areas to provide timely resolutions.
• Work effectively in a dynamic and fast-paced environment, demonstrating adaptability and resilience.
• Exhibit exemplary teamwork skills by maintain a professional, positive, and supportive attitude.
• Manage a high volume of inbound/outbound calls, delivering comprehensive support for financial products.
• Take ownership of each customer interaction, treating them with respect and responding with empathy, while following all regulatory and departmental practices diligently.

Required qualifications, capabilities, and skills:

• Reading and speaking in both Spanish and English fluently is required for this role.
• Strong knowledge of the payment processing industry and related procedures and products, with a minimum of 2 years of industry experience. Certified on the majority of the Help Desk calls types: Statements, Billings, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.
• Excellent verbal and written communication skills, along with strong information gathering and decision-making abilities.
• Customer interaction and support skills with at least 2 years of experience in phone or fact-to-face settings, while being able to multitask with computer systems and work accurately.
• Ability to manage complex customer interactions using empathy, composure, and sound judgement.
• Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments.
• Adaptability and efficiency in a fast-paced, dynamic, and results-driven environments, with flexibility and ease of adaptation.
• Ability to solve problems and effectively present and explain solutions.
• Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance and achieve goals.
• Proficient computer literacy skills, with experience in using technology to solve problems and communicate in a professional settings, including knowledge of Microsoft Office and creating spreadsheets and databases.
• High school diploma or GED required.

Preferred qualifications, capabilities, and skills:

• College/University diploma; open to fresh graduate with technical background or related skills.

Additional Information:

• Must be willing to work overnight, weekends, and shifting schedules.

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
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.