Account Specialist IV - Merchant Services (Corporate & Investment Banking)

Job Description
Chase Merchant Services, a business unit within Corporate & Invesment Banking (CIB) -Wholesale Payment Operations (WPO), it is is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing. With a legacy of innovation and vision in electronic payments, Chase promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions. Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase 's consultative approach helps today's small and emerging businesses become tomorrow's industry leaders. On the Internet or at the point of sale , Chase Merchant Services unique combination of outstanding service, innovative solutions and financial strength offers solid benefits to companies both large and small.
Position Summay:
Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Chase Merchant Service Account Specialist IV is an advocate for our merchants by providing support to the broader CMS function including, but not limited to our phone specialists.
Job Responsibilities:

• Respond to and handle incoming emails and CC cases from internal departments
• Assist frontline specialists with escalations and general support needs via assist queue and other means (e.g. chat, email, etc.)
• Monitor queues, specialists adherence, and share service level updates
• Assist with RSAM/AMG/EURC tickets
• Follow outage procedures during on and off hours
• Provide assistance to Help Desk and Tech Support with incoming calls when call volume requires it
• Coach frontline specialists through various mediums (i.e. huddles, reworks, email, new hire training)
• Facilitate team huddles and other trainings related to the function
• Handle special projects and tasks as assigned by Management

Required qualifications, skills and capabilities:

• Are able to navigate multiple technologies while staying engaged our customers and demonstrate resiliency and extreme adaptability in a fast-paced environment
• Possess strong customer focus with the ability to have detailed conversations with our customers and take ownership of each customer interaction while treating customers with respect and responding with empathy
• Document customer account activities thoroughly and concisely and demonstrates personal excellence including punctuality, integrity, and accountability
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Make appropriate decisions on behalf of our customers quickly and effectively
• Effectively prioritize work to ensure efficiency
• Are required to abide by all applicable regulatory and department practices and procedures
• Have the ability to work independently and in a team environment and Think critically and exercise independent judgement

Preferred qualifications, skills and capabilities:

• Must have payments industry experience servicing US/CAN-based clients/merchants
• High school diploma equivalent. Preferred qualification includes college/university diploma/degree.
• Must be willing to work schedules during our operating hours, which include evenings, weekends, & holidays.
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Minimum of one year of customer interaction or customer support experience strongly preferred, either by phone or face to face
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred

About Us
JPMorgan Chase & Co., 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.