Chase Merchant Services, a division within Corporate and Investment Banking (CIB) Wholesale Operations, is a global leader in payment processing and merchant acquiring, authorizing transactions in over 130 currencies. Our proprietary platforms support various payment methods, promoting the growth of e-commerce worldwide. We process more than half of all Internet transactions, fueling the success of major online brands. Our Merchant Support Group plays a crucial role in delivering top-notch service to our merchants. A Chase Merchant Service Specialist acts as an advocate for our merchants, providing phone support and offering solutions to payment processing and technical issues.

As a Merchant Support Specialist within Chase Merchant Services, you will be an advocate for our merchants, providing phone support and offering resolutions to payment processing, technical troubleshooting, and addressing general questions. You will be integral in delivering the best service to our merchants and helping today's small and emerging businesses become tomorrow's industry leaders.

Job responsibilities

Putting Customers first and being there for our Customers becoming a Merchant Advocate - Answer and resolve calls from our merchants. Be the First contact resolver for our Merchants Identify, analyze, and document information collected from merchants Resolve issue and merchant concerns accurately and expediently while adhering to business Policies & Procedures and ensure timely follow-up on merchants inquiries 100% of the time Troubleshoot technical problems to determine the root cause and provide a viable solutionAnalyze transactions, deposits, statements and account information in order 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 of any issue 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 in order to provide timely resolution to merchant inquiries and work within a Dynamic and fast paced environmentDemonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude 
 

Required qualifications, skills and capabilities:

Excellent verbal and written communication skillsMust be able to multi-task and be self-directed, Flexible, easily adaptable Ability to provide professional and interpersonal communication when interacting with othersSelf-motivated, works well with minimal supervision, & performs well in a team environment. Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases.Strong knowledge of payment processing industry and related procedures and productsHigh school diploma equivalent. Must be able to  work overnight & shifting schedule

Preferred qualifications, skills and capabilities:

Preferred qualification includes college/university diploma/degree.Minimum of  2 years of payment  industry experience is preferred. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.

Additional Information:

Variable Shifting Schedule: Dayshift, Midshift and Nightshift (Function is 24/7 Operations)