Account Specialist II

1 week ago

Cebu City, Central Visayas, Philippines JPMorganChase Full time
Description

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? 

As the Account Service Specialist II within the Merchant Services team, you will be an advocate for our merchants by providing phone support, offering resolutions to payment processing issues, technical troubleshooting, and addressing general questions.

Job Responsibilities

  • 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 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 
  • Work within a Dynamic and fast paced environment. Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude

Required qualifications, skills and capabilities

  • 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.
  • Strong knowledge of payment processing industry and related procedures and products
  • High school diploma equivalent. 
  • Open to fresh graduate with technical background or related skills
  • Must be willing to work overnight & shifting schedule

Preferred qualifications, skills and capabilities

  • College/university diploma/degree.

Shift: Variable

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