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Client Support Representative for Merchant Services
3 months ago
Job Overview
Chase Merchant Services, a division within Corporate and Investment Bank (CIB), stands as a premier entity in payment processing and merchant acquisition, adept at facilitating transactions in over 130 currencies.
Your role will involve providing telephonic support, delivering solutions for payment processing challenges, troubleshooting technical difficulties, and addressing general inquiries.
Moreover, you will have the chance to advance through a structured skills training program encompassing Level 1, Payment Terminals, Account Management, and Pricing.
Key Responsibilities
- Respond to calls from merchants, ensuring first-call resolution
- Identify, assess, and document information gathered from merchants
- Resolve merchant issues and concerns accurately and promptly while adhering to established business policies
- Ensure 100% timely follow-up on merchant inquiries
- Troubleshoot technical issues to identify root causes and provide effective solutions
- Analyze transactions, deposits, statements, and account details to offer resolutions for our merchants
- Maintain an extensive understanding of new products, equipment, features, and services
- Meet or exceed production targets as outlined in the performance metrics
- Escalate unresolved issues that exceed anticipated service levels or pose risks to merchants or the bank
- Collaborate with other departments to ensure timely resolution of merchant inquiries
- Exhibit exceptional teamwork by maintaining a professional, positive, and supportive demeanor
Required Qualifications and Skills
- Strong verbal and written communication abilities
- Capacity to multitask and operate independently
- Adaptable and flexible; capable of thriving in a dynamic, fast-paced environment
- Ability to engage in professional and interpersonal communication
- Self-driven, performs well with minimal supervision, and excels in a team setting
- Proficient in computer software systems, including Microsoft Office, with experience in creating and utilizing spreadsheets
Preferred Qualifications and Skills
- Previous customer service experience is advantageous
- Familiarity with the payment processing industry and related procedures is preferred
- Willingness to work in a role that requires 100% phone-based customer interaction
Work Schedule
- Availability to work during operational hours, including weekends and bank holidays until 1 AM.
- Willingness to work in the office three days per week
About Us
J.P.
Morgan is a global leader in financial services, offering strategic advice and products to prominent corporations, governments, affluent individuals, and institutional investors.
Our commitment to delivering first-class service drives our operations. We strive to cultivate trusted, long-term partnerships to assist our clients in achieving their business goals.
We recognize that our workforce is our greatest asset, and the diverse talents of our global team are integral to our success.
We do not discriminate based on 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 accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
For more information about requesting accommodations, please refer to our FAQs.About the Team
The Corporate & Investment Bank is a global leader in investment banking, wholesale payments, markets, and securities services. The most significant corporations, governments, and institutions trust us with their business across more than 100 countries. We provide strategic advice, raise capital, manage risk, and extend liquidity in markets worldwide.
