At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.
As a Chase Merchant Service Account Specialist II within the Merchant Support Group, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued merchants. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success. Our Merchant Support Group is integral in our goal of delivering the best service to our merchants.
As a Chase Merchant Service Account Specialist II, you'll be an advocate for our merchants by providing phone support offering resolutions to payment processing, technical troubleshooting and addressing general question.
Job responsibilities
- Prioritize customer satisfaction by being the first point of contact for merchant inquiries and resolutions.
- Efficiently resolve merchant issues while adhering to business policies and procedures.
- Conduct thorough analysis and documentation of merchant information to ensure accurate solutions.
- Provide timely follow-up on merchant inquiries, maintaining a 100% response rate.
- Troubleshoot technical issues, identify root causes, and deliver effective solutions.
- Analyze transactions and account information to resolve merchant concerns and provide solutions.
- Stay informed about new products, features, and services to maintain high knowledge levels. Collaborate with other departments to ensure timely resolution of merchant inquiries and escalate unresolved issues that pose risks.
Required qualifications, capabilities, and skills
- Communication, information gathering, and decision-making skills
- Customer interaction and support skills with at least 2 years of experience in phone or face-to-face settings, while being able to multitask with computer systems and work accurately
- Ability to manage complex customer interactions using empathy, composure, and sound judgment
- Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments
- Adaptability and efficiency in fast-paced, dynamic, and results-driven environments
- Ability to solve problems and effectively present and explain solutions
- Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance and achieve goals
- Proficient computer literacy skills, with experience in using technology to solve problems and communicate in a professional setting
- High school diploma or GED required