Description
Unlock your potential and join the team that is assisting customers find solutions in one of the world’s most innovative banks. You will play an integral part in providing exceptional customer service by resolving customer issues with focus in providing Ease, Expertise, and Great Experiences at Every Customer Interaction. As a Specialist in Chase Merchant Services, you will serve as a champion for both our merchants and internal Chase partners. Your role will involve providing phone support, offering solutions for payment processing, troubleshooting technical issues, and handling general inquiries. Furthermore, you will have the chance to advance through successive skills training - Level 1, Payment Terminals, Account Management, and Pricing. Job responsibilities

• Answer calls from merchants and provide first-call resolution
• Identify, analyse, and document information collected from merchants
• Resolve issues and merchant concerns accurately and expediently while adhering to business policies and procedures
• Ensure timely follow-up on merchant inquiries, aiming for 100% resolution
• Troubleshoot technical problems to determine the root cause and provide a viable solution.
• Analyse transactions, deposits, statements, and account information to resolve and provide solutions for merchants
• Maintain a high level of knowledge surrounding new products, equipment, features, and services
• Meet or exceed production goals as outlined in the metrics scorecard
• Escalate issues that cannot be resolved within the anticipated service level or that create risk or exposure for the merchant or the bank
• Liaise with other areas of the organization to provide timely resolution to merchant inquiries
• Demonstrate exemplary teamwork skills by maintaining a professional, positive, and supportive attitude.

Required qualifications, capabilities, and skills

• Bilingual in French and English
• Excellent verbal and written communication skills, with the ability to multitask and work independently
• Flexibility and ability to thrive in a dynamic, fast-paced environment
• Self-motivated and capable of working with minimal supervision
• Proficient in computer software systems such as Microsoft Office, including spreadsheet creation
• Willingness to work in an environment that requires 100% phone-based customer interaction
• Flexible availability to work during our operating hours, including evenings, bank holidays, and weekends

Preferred qualifications, capabilities, and skills

• Previous customer service experience
• Knowledge of the payment processing industry and related procedures and products