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Merchant Services Account Specialist FRENCH BILINGUAL

4 months ago

Bournemouth, United Kingdom JPMorgan Chase & Co. Full time

Are you passionate about working with clients and solving problems for them? This is the role for you.

Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. A Merchant Services Account Specialist is an advocate for our merchants and internal Chase partners. As an Account Specialist, you will provide phone support by offering resolutions for payment processing, troubleshooting technical issues, and addressing general inquiries. In addition, you will have the opportunity to progress through successive skills training - Level 1, Payment Terminals, Account Management and Pricing.

Job responsibilities

  • Answering calls from our merchants and provide first call resolution
  • Identifying, analyzing, and document information collection from merchants
  • Resolving issues and merchant concerns accurately and expediently while adhering to business policies and procedures
  • Ensuring timely follow-up on merchant inquiries 100% of the time
  • Troubleshooting technical problems to determine the root cause and provide a viable solution
  • Analyzing transactions, deposits, statements and account information to resolve and provide solutions for our merchants
  • Maintaining a high level of knowledge surrounding new products, equipment(s), features and services
  • Meeting or exceeding production goals as outlined in the metrics scorecard
  • Escalating issues that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank
  • Liaising with other areas of the organization to provide timely resolution to merchant inquiries
  • Demonstration of exemplary team working skills by maintaining a professional, positive and supportive attitude

Required qualifications, capabilities and skills

  • Excellent verbal and written communication skills
  • Ability to multi-tasking and be self-directed
  • Flexibility, easiness to adapt; ability to work in a dynamic and fast-paced environment
  • Ability to provide professional and interpersonal communication when interacting with others
  • Self-motivation, working well with minimal supervision, and performing well in a team environment
  • Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets
  • High school diploma or equivalent
  • Willingness to work in an environment that requires 100% phone-based customer interaction
  • BILINGUAL ENGLISH/FRENCH
  • Willingness to work schedules during our operating hours, which can include evenings and bank holidays
  • Willingness to work in office three days per week

Preferred qualifications, capabilities and skills

  • Customer service experience
  • Knowledge of payment processing industry and related procedures and products