Merchant Support Specialist - Commercial & Investment Banking

Job Description
Chase Merchant Services, a division within Corporate and Investment Banking (CIB) Wholesale Operations, is a global leader in payment processing and merchant acquiring, authorizing transactions in over 130 currencies. Our proprietary platforms support various payment methods, promoting the growth of e-commerce worldwide. We process more than half of all Internet transactions, fueling the success of major online brands. Our Merchant Support Group plays a crucial role in delivering top-notch service to our merchants. A Chase Merchant Service Specialist acts as an advocate for our merchants, providing phone support and offering solutions to payment processing and technical issues.
As a Merchant Support Specialist within Chase Merchant Services, you will be an advocate for our merchants, providing phone support and offering resolutions to payment processing, technical troubleshooting, and addressing general questions. You will be integral in delivering the best service to our merchants and helping today's small and emerging businesses become tomorrow's industry leaders.
Job Responsibilities:

• Putting Customers first and being there for our Customers becoming a Merchant Advocate - 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 and 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.
• 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 work within a Dynamic and fast paced environment
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude

Required qualifications, skills and capabilities:

• 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.
• Strong knowledge of payment processing industry and related procedures and products
• High school diploma equivalent.
• Must be able to work overnight & shifting schedule

Preferred qualifications:

• 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.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
Internal Application Eligibility Requirements
TENURE:

• Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

• Meets satisfactory performance standards as defined by the firm

You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in the Employment of Relatives and Employees in Personal Relationships Policy .
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard . You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's Human Resource (HR) Policies and Guidelines.
Consult your Manager for any specific guidelines for your line of business or if you're unsure about your eligibility for an internal application.
Make sure your profile is updated in the new me@jpmc > Hiring and discuss internal mobility plans with your Manager at the soonest time possible. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.
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.