CIB - Account Specialist IV

CIB - Account Specialist IV

JP Morgan Chase & Co.
1-4 years
Not Specified

Job Description

Job Description :
Business Description
Chase Merchant Services, a business unit within Consumer and Community Banking, is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing. With a legacy of innovation and vision in electronic payments, Chase promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions. Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase s consultative approach helps today's small and emerging businesses become tomorrow's industry leaders.
Position Summary
Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Chase Merchant Service Account Specialist IV is responsible for leading our call center &/or back-office teams.
Principal Duties and Responsibilities
This role is responsible for providing real-time assistance to our frontline specialists for any assistance needed to service customers In addition, this role partner and collaborate with the leadership team in executing various projects an initiatives to improve overall service to merchants, stakeholders, and our employees. The role will also provide immediatre feedback to frontline specialists for any performance-related opportunity.
  • Respond to and handle incoming emails and TTT cases from internal departments
  • Assist frontline specialists with escalations and general support needs via assist queue and other means (e.g. chat, email, etc.)
  • Monitor queues, specialists adherence, and share service level updates
  • Assist with RSAM/AMG/EURC tickets
  • Follow outage procedures during on and off hours
  • Provide assistance to Help Desk and Tech Support with incoming calls when call volume requires it
  • Coach frontline specialists through various mediums (i.e. huddles, reworks, email, new hire training)
  • Handle special projects and tasks as assigned by Management

Core Competencies
  • Are able to navigate multiple technologies while staying engaged our customers
  • Demonstrate resiliency and extreme adaptability in a fast-paced environment
  • Possess strong customer focus with the ability to have detailed conversations with our customers
  • Take ownership of each customer interaction while treating customers with respect and responding with empathy
  • Document customer account activities thoroughly and concisely
  • Demonstrates personal excellence including punctuality, integrity, and accountability
  • Approach problems logically and with good judgment to ensure the appropriate customer outcome
  • Make appropriate decisions on behalf of our customers quickly and effectively
  • Effectively prioritize work to ensure efficiency
  • Are required to abide by all applicable regulatory and department practices and procedures
  • Have the ability to work independently and in a team environment
  • Think critically and exercise independent judgement

Knowledge and Experience
  • Must have at least 1 year payments industry experience servicing Canada-based clients/merchants
  • Background & experience in Merchant Services Enterprise Call Center (ECC) or related function required
  • Must be willing to work in an environment that requires 100% phone-based customer interaction
  • Minimum of one year of customer interaction or customer support experience strongly preferred, either by phone or face to face
  • Proficiency with data tools (excel, database), data visualization tools (powerpoint, tableau) are strongly preferred
  • Must be willing to work schedules during our operating hours, which include evenings, weekends, & holidays.

Job Details

Employment Types:



JPMorgan Chase & Co., 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. 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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