CIB - Merchant Services - Account Specialist – Full Time - Bournemouth

JP Morgan

Location: Dorset

Job Type: Full time

Posted


Description

Principal Duties and Responsibilities (in order of importance)

  • Answer calls from our merchants and provide first call resolution
  • Identify, analyze, and document information collected 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 creates 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

Core Competencies:

  • 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, and performs well in a team environment
  • Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets

Knowledge and Experience

  • High school diploma or equivalent
  • Customer service experience is preferred
  • Knowledge of payment processing industry and related procedures and products preferred
  • Must be willing to work in an environment that requires 100% phone-based customer interaction

Work Schedule

  • Must be willing to work schedules during our operating hours, which can include evenings and bank holidays
  • Must be willing to work in office three days per week
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