Chase Merchant Services, a division within Corporate and Investment Banking (CIB) Wholesale Operations, is a global leader in payment processing and merchant acquiring, authorizing transactions in over 130 currencies. Our proprietary platforms support various payment methods, promoting the growth of e-commerce worldwide. We process more than half of all Internet transactions, fueling the success of major online brands. Our Merchant Support Group plays a crucial role in delivering top-notch service to our merchants. A Chase Merchant Service Specialist acts as an advocate for our merchants, providing phone support and offering solutions to payment processing and technical issues.

As a Merchant Support Specialist within Chase Merchant Services, you will be an advocate for our merchants, providing phone support and offering resolutions to payment processing, technical troubleshooting, and addressing general questions. You will be integral in delivering the best service to our merchants and helping today's small and emerging businesses become tomorrow's industry leaders.

 

Job Responsibilities:

Putting Customers first and being there for our Customers becoming 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 and 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 of 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 and work within a Dynamic and fast paced environment Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude 
 

Required qualifications, skills and capabilities:

Excellent verbal and written communication skills Must be able to multi-task and be self-directed, Flexible, easily adaptable  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 and databases. Strong knowledge of payment processing industry and related procedures and products High school diploma equivalent.  Must be able to  work overnight & shifting schedule

Preferred qualifications:

Preferred qualification includes college/university diploma/degree. Minimum of  2 years of payment  industry experience is preferred. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool. 

Internal Application Eligibility Requirements

TENURE:

Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

Meets satisfactory performance standards as defined by the firm

 

You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in the Employment of Relatives and Employees in Personal Relationships Policy.

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s Human Resource (HR) Policies and Guidelines.

Consult your Manager for any specific guidelines for your line of business or if you’re unsure about your eligibility for an internal application.

Make sure your profile is updated in the new me@jpmc > Hiring and discuss internal mobility plans with your Manager at the soonest time possible. Attaching your updated resume is encouraged.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.