Are you passionate about working with clients and solving problems for them? This is the role for you.
As a Merchant Services Account Specialist within the Chase Merchant Services department, you will serve as a champion for both our merchants and internal Chase partners. Your role will involve providing phone support, offering solutions for payment processing, troubleshooting technical issues, and handling general inquiries. Furthermore, you will have the chance to advance through successive skills training - Level 1, Payment Terminals, Account Management, and Pricing.
Job responsibilities
1. Answers calls from our merchants and provide first call resolution
2. Identifies analyzes and documents information collection from merchants
3. Resolves issues and merchant concerns accurately and expediently while adhering to business policies and procedures
4. Ensures timely follow-up on merchant inquiries 100% of the time
5. Troubleshoots technical problems to determine the root cause and provide a viable solution
6. Analyzes transactions, deposits, statements and account information to resolve and provide solutions for our merchants
7. Maintains a high level of knowledge surrounding new products, equipment(s), features and services
8. Meets or exceeds production goals as outlined in the metrics scorecard
9. Escalates issues that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank
10. Liaises with other areas of the organization to provide timely resolution to merchant inquiries
11. Demonstrates exemplary team working skills by maintaining a professional, positive and supportive attitude
Required qualifications, capabilities and skills
12. BILINGUAL ENGLISH/FRENCH
13. Excellent verbal and written communication skills combined with ability to multi-tasking and be self-directed
14. Flexibility and ability to work in a dynamic and fast-paced environment
15. Self-motivation and ability to work well with minimal supervision
16. Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets
17. Willingness to work in an environment that requires 100% phone-based customer interaction
18. Willingness to work schedules during our operating hours, which can include evenings, bank holidays and weekends
19. Willingness to work in office three days per week
Preferred qualifications, capabilities and skills
20. Customer service experience
21. Knowledge of payment processing industry and related procedures and products