Cib - Merchant Services - Account Specialist - Full

1 month ago

Bournemouth, United Kingdom JPMorgan Chase Bank, N.A. Full time

**Description**

**Principal Duties and Responsibilities (in order of importance)**
- Answer calls from our merchants and provide first call resolution
- Identify, analyze, and document information collected from merchants
- Resolve issues and merchant concerns accurately and expediently while adhering to business policies and procedures
- Ensure timely follow-up on merchant 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 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 issues 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 to provide timely resolution to merchant inquiries
- Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude

**Core Competencies**:

- Excellent verbal and written communication skills
- Must be able to multi-task and be self-directed
- Flexible, easily adaptable; able to work in a dynamic and fast-paced environment
- Ability to provide professional and interpersonal communication when interacting with others
- Self-motivated, works well with mínimal supervision, and performs well in a team environment
- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets

**Knowledge and Experience**
- High school diploma or equivalent
- Customer service experience is preferred
- Knowledge of payment processing industry and related procedures and products preferred
- Must be willing to work in an environment that requires 100% phone-based customer interaction

**Work Schedule**
- Must be willing to work schedules during our operating hours, which can include evenings and bank holidays
- Must be willing to work in office three days per week

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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