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, including using 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 of payment 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

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
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.