Merchant Services Account Specialist II - Chase SMB

Job Description
At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.
As a Chase Merchant Service Account Specialist II within the Merchant Support Group, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued merchants. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success. Our Merchant Support Group is integral in our goal of delivering the best service to our merchants.
As a Chase Merchant Service Account Specialist II, you'll be an advocate for our merchants by providing phone support offering resolutions to payment processing, technical troubleshooting and addressing general question.
Job responsibilities

• Prioritize customer satisfaction by being the first point of contact for merchant inquiries and resolutions.
• Efficiently resolve merchant issues while adhering to business policies and procedures.
• Conduct thorough analysis and documentation of merchant information to ensure accurate solutions.
• Provide timely follow-up on merchant inquiries, maintaining a 100% response rate.
• Troubleshoot technical issues, identify root causes, and deliver effective solutions.
• Analyze transactions and account information to resolve merchant concerns and provide solutions.
• Stay informed about new products, features, and services to maintain high knowledge levels.
• Collaborate with other departments to ensure timely resolution of merchant inquiries and escalate unresolved issues that pose risks.

Required qualifications, capabilities, and skills

• Communication, information gathering, and decision-making skills
• Customer interaction and support skills with at least 2 years of experience in phone or face-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 judgment
• Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments
• Adaptability and efficiency in fast-paced, dynamic, and results-driven environments
• 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 setting
• High school diploma or GED required

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.