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

• Answers calls from our merchants and provide first call resolution
• Identifies analyzes and documents information collection from merchants
• Resolves issues and merchant concerns accurately and expediently while adhering to business policies and procedures
• Ensures timely follow-up on merchant inquiries 100% of the time
• Troubleshoots technical problems to determine the root cause and provide a viable solution
• Analyzes transactions, deposits, statements and account information to resolve and provide solutions for our merchants
• Maintains a high level of knowledge surrounding new products, equipment(s), features and services
• Meets or exceeds production goals as outlined in the metrics scorecard
• Escalates issues that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank
• Liaises with other areas of the organization to provide timely resolution to merchant inquiries
• Demonstrates exemplary team working skills by maintaining a professional, positive and supportive attitude
  

Required qualifications, capabilities and skills

• BILINGUAL ENGLISH/FRENCH
• 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