Merchant Advocate - Putting Customers first and being there for our Customers
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.
Ensure timely follow-up on merchants 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 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 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
Ability to work within a Dynamic and fast-paced environment
Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude
Core Compentencies
Excellent verbal and written communication skills
Must be able to multi-task and be self-directed
Flexible, easily adaptable
Ability to provide professional and interpersonal communication when interacting with others
Self-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.
Qualifications
Strong knowledge of payment processing industry and related procedures and products
High school diploma equivalent. Preferred qualification includes college/university diploma/degree.
Minimum of 2 years of payment industry experience. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.
Must be willing to work overnight & shifting schedule
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
