Merchant Services Account Specialist - BILINGUAL ENGLISH / SPANISH

As a Merchant Services Account Specialist in the Merchant Payments Solution Center, you will be an advocate for our merchants and internal Chase partners. You will provide phone support by offering resolutions for payment processing, troubleshooting technical issues, and addressing general inquiries. In addition, you will have the opportunity to progress through successive skills training - Level 1, Payment Terminals, Account Management and Pricing.,

• Answer calls from our merchants and provide first call resolution
• Identify, analyze and document information collection from merchants
• Resolve issues and merchant concerns accurately and expediently while adhering to business policies and procedures
• Ensure timely follow-up on merchant 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 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 issues that cannot be resolved within the anticipated service level or that create risk or exposure for the merchant or the bank
• Liaise with other areas of the organization to provide timely resolution to merchant inquiries
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude
  
  BILINGUAL ENGLISH/SPANISH
• Excellent verbal and written communication skills combined with ability to multi-tasking and be self-directed
• Flexibility and ability to work in a dynamic and fast-paced environment
• Self-motivation and ability to work well with minimal supervision
• Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets
• Willingness to work in an environment that requires 100% phone-based customer interaction
• Willingness to work schedules during our operating hours, which can include evenings, bank holidays and weekends
• Willingness to work in office three days per week
Preferred qualifications, capabilities and skills
• Customer service experience
• Knowledge of payment processing industry and related procedures and products
  
  Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies., J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives., The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.