EU Client Account Manager – Associate

Be the pivotal force that elevates our client experience to new heights and join our EMEA Account Management Team.
As an EU Merchant Client Service Account Manager within the EU Account Management Team, you will serve as the cornerstone of our client service operations, acting as the primary liaison between our merchant clients and the various teams within Chase Merchant Services. In this role you will ensure that our clients receive unparalleled support and solutions tailored to their needs. You will be responsible for managing complex inquiries, coordinating with cross-functional teams, and driving initiatives that enhance client satisfaction and retention.
Job Responsibilities
 

• Provide comprehensive account management support to merchant clients, primarily through email, ensuring that all inquiries are addressed promptly and effectively. This includes setting up online reporting, troubleshooting technical and systemic issues, and providing guidance on best practices.
• Utilize a sophisticated client relationship management (CRM) tool to meticulously track all client interactions, correspondences, and outcomes. This ensures a seamless and personalized client experience.
• Partner with internal teams, including technical support, operations, and relationship management, to resolve client inquiries and troubleshoot issues. Ensure that all follow-up actions are completed and communicated to clients.
• Act as a key support resource for Relationship Managers, assisting with issue resolution and serving as a point of contact for escalations. Provide insights and feedback to enhance client strategies.
• Engage in team projects aimed at process improvements. Offer feedback and innovative ideas to streamline operations and enhance service delivery.
• Ensure accurate and timely responses to client inquiries to maximize individual performance metrics and contribute to team success.
• Treat every client interaction as an opportunity to reinforce the value of Merchant Services. Focus on client retention by delivering exceptional service and demonstrating the benefits of our solutions.
• Operate within a highly regulated environment, ensuring that all policies, procedures, and controls are adhered to. This includes managing risk and ensuring compliance with industry standards.
• Contribute to a culture of continuous improvement, inclusion, and accountability
• Escalate issues appropriately and support timely resolution through structured problem-solving

Required Qualifications, Capabilities, And Skills
 

• Demonstrated experience in customer service, with a focus on delivering excellence in an eCommerce or financial services environment. Ability to handle complex inquiries with professionalism and efficiency.

• Proven ability to meet key performance indicators (KPIs) and drive process improvements. Strong analytical skills to identify areas for enhancement.

• Exceptional communication skills, both verbal and written, with the ability to actively listen and understand client needs. Ability to convey complex information clearly and concisely.
• Ability to effectively manage multiple tasks and prioritize work in a fast-paced environment. Strong organizational skills to ensure timely completion of tasks.
• A self-starter who proactively addresses and escalates issues with an appropriate sense of urgency. Ability to think critically and develop creative solutions.
• High degree of competency with computer software systems, including Microsoft Office Suite. Proficiency in using Excel for data analysis and PowerPoint for presentation
• Experience using AI tools and platforms to support business solutions and optimize workflows.

Preferred Qualifications, Capabilities, And Skills

• Familiarity with payment processing, merchant services, and related procedures and products. 
• Understanding of industry trends and best practices. 
• Proficiency in French, Spanish, or German