Join our Merchant Support Group, where you will play an integral role in delivering the best service to our merchants. As a Chase Merchant Chargeback Specialist, you will provide phone support, offering resolutions on chargebacks, retrievals, and adjustments. You will be an advocate for our merchants, ensuring timely follow-up on inquiries and maintaining merchant satisfaction.

Job Summary:

As a Disputes Phones Account Specialist within Chase Merchant Services, you will answer and resolve calls and inquiries related to Post Deposit Events, such as chargebacks, retrievals, and adjustments. You will ensure timely follow-up on merchant and card issuer inquiries, research incoming chargebacks, and analyze disputes to take appropriate actions within strict deadlines.

Job Responsibilities:

Work chargeback cases via phones and back office within strict timeframes to avoid financial liability or reputational risk. Demonstrate high analytical ability to impact merchant experience and retention positively. Research errors such as duplicate, voided, partial, or incomplete statuses on various systems. Educate merchants on Payment Brand and Debit Network Rules and assist in resolving disputes. Liaise with other areas of the organization, card issuing banks, and merchants for timely resolution of inquiries. Interface regularly with internal departments, including Account Management, IT, Accounting, Product & Project Management, Leadership & Development, and Help Desk.

Required Qualifications, Skills, and Capabilities:

Critical thinking and ability to exercise independent judgment. Take ownership of each customer while empathizing and prioritizing customer needs. Abide by all applicable regulatory and department practices and procedures. Ability to multi-task, be self-directed, and work well in a team environment. Flexible and easily adaptable. Provide professional and interpersonal communication when interacting with others. Self-motivated and works well with minimal supervision.

Preferred Qualifications, Skills, and Capabilities:

College/university diploma/degree preferred. Strong knowledge of the payment processing industry and related procedures and products. Minimum of 2 years of payment industry experience, certified on the majority of Help Desk call types (e.g., Chargebacks, ROL, Statements, Billing, Risk, Collections). Willingness to work overnight and shifting schedules.

Additional Information:

Variable shift, Weekends Off. Shift change every year.

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