Account Specialist II - Merchant Services
Chase Merchant Services is a business unit within Corporate Investment Banking Payment Operations. Our Merchant Services Group is integral in our goal of delivering the best service to our merchants.
As an Account Specialist II in Merchant Services, you will provide phone support by offering resolutions for payment processing, troubleshooting technical issues, and addressing general inquiries. You will be an advocate for our US and Canada merchants and internal Chase partners. In addition you will have the opportunity to progress through successive skills training — Level 1, Payment Terminals, Account Management and Pricing.
Job Responsibilities:
- Act as a Merchant Advocate: answer and resolve calls from our merchants; be the first contact resolver for our merchants
- Identify, analyze, and document information collected from merchants
- Resolve issue and merchant concerns accurately and expediently while adhering to business Policies & Procedures.
- Ensure timely follow-up on merchants 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 in order 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 any issue 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 in order to provide timely resolution to merchant inquiries
- Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude
Required Qualifications, Capabilities, and Skills:
- 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 minimal supervision, & performs well in a team environment.
- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets
- High school diploma or equivalent
Preferred Qualifications, Capabilities, and Skills:
- 2+ years of customer service experience
- Knowledge of payment processing industry and related procedures and products
- BILINGUAL ENGLISH/FRENCH or ENGLISH/SPANISH
Work schedule:
We are a 24/7 operation and work schedules will vary depending on business needs. Schedule requires availability and flexibility during business hours and after hours.
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