Merchant Support Analyst I
Status:Full Time, Employee
Job Ref Code:120019746
Job Location:Tempe, Az 85281
About JPMorgan Chase
JPMorgan Chase Co. (NYSE: JPM) is a vibrant, healthy financial services firm that is poised for additional growth. Ranked among the "Most Admired Companies" by FORTUNE magazine, JPMorgan Chase manages assets of $2.3 trillion and employs more than 240,000 employees in 60 countries.
About Chase Paymentech
Chase Paymentech, a business unit of JPMorgan Chase within Card Services, is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing. With a legacy of innovation and vision in electronic payments, Chase Paymentech promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions. Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase Paymentech's consultative approach helps today's small and emerging businesses become tomorrow's industry leaders. On the Internet or at the point of sale, Chase Paymentech's unique combination of outstanding service, innovative solutions and financial strength offers sold benefits to companies both large and small.
If you're interested in working in an environment where leadership, excellence, integrity and diversity are among our core principles, then explore the opportunities at JPMorgan Chase. Further information about careers at JPMorgan Chase can be found on our website:
www.jpmorganchase.com/careers.
Essential Job Duties and Responsibilities:
Provides telephone support to Merchants and Clients and performs account analysis using various systems/applications, analytical and critical thinking skills, and a personalized level of service.
Addresses Merchant and Client needs by following established protocols to resolve inquiries pertaining to interchange, funding, billing, and the electronic payments industry as a whole.
Assists Merchants and Clients with accounts set up on varied front-end and back-end combinations, and varied vertical markets.
Answer inbound calls received via an Automatic Call Distribution (ACD) system, from merchants and other entities associated with Chase Paymentech Solutions (CPS) merchant accounts.
Properly address caller questions/inquiries and/or issues pertaining to any of the following:
-Statements
-Interchange Analysis
-Equipment, Interchange Auxiliary Fee Billing
-Funding Deposit Reconciliation
-Transactional Detail Review Analysis
-Chargebacks
-Account Maintenance Changes
-Additional Business Volume, Additional Outlets Additional/New Equipment
-CPS Products New Entitlement Setups
-New Merchant Applications and Interest in CPS
Employ abstract and comprehensive critical thinking skills to gather all details necessary to properly assist callers and ensure a positive service experience.
Effectively research and analyze request details and caller needs to administer the proper protocol(s) for thorough call handling and complete issue/request resolution.
Professionally communicate with callers using interpersonal skills that convey a sense of ownership, commitment to resolution, and industry knowledge and expertise that instills caller/merchant confidence in CPS' ability to provide ongoing account support.
Consistently break down complex information into simplistic terms, to enhance caller understanding for optimal call handling and issue/request resolution.
Multi-task by mechanically maneuvering among several system / applications in balance with constant call communication to uphold service standards.
Qualifications:
High School Diploma (or equivalent)- Required
2 or more years customer service experience - Preferred
9 months of customer support in a call center environment within the banking industry- Preferred
Knowledge of computer software systems such as Microsoft Office, with ability to quickly learn and master new applications
Knowledge of Merchant Services environments and the payment processing industry
Ability to provide professional and interpersonal communication when interacting with others
Must be able to multi-task
Flexible and adaptive to change
Ability to quickly learn large amounts of information, utilize immediately and retain long term
Training Monday-Friday, 8am-5pm for 4 weeks - Class Start Date:
Monday, May 21, 2012 Permanent schedules are determined after training through shift bid. Schedules are within the call center hours of operation, which are 5:00am - 9:00pm AZ / 8:00am - 12:00am ET.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.