Client Service Analyst (Canada Proactive Program & Project Team)

J.P. Morgan; Toronto; On-site; CAD 45,000 - 65,000; Full time

Job summary

J.P. Morgan seeks a bilingual merchant support professional in Toronto. This role involves managing merchant inquiries, providing updates, and collaborating with various teams to resolve cases effectively. Candidates should have customer service experience and knowledge of the payment processing industry.

Qualifications

• Knowledge of payment processing industry.
• Minimum of 2 years of customer service experience.
• Bilingual - English / French.

Responsibilities

• Be the single point of contact that owns the merchant's case from start to finish.
• Assist with tasks and projects from functional groups.
• Escalate unresolved cases creating risk or exposure for the bank.

Skills

Excellent verbal and written communication skills

Self-motivated

Team working skills

Education

High school diploma or equivalent

College/university diploma/degree (preferred)

Tools

Microsoft Office

Job description

The goal of PP&P is to provide a direct method of contact to the merchant to support the Canadian Business with end to end case management.

• Be the single point of contact that owns merchant's case from start to finish providing regular updates to the merchant along the way. Once the case is resolved, PP&P analysts will engage the merchant as required.
• Assist with tasks and projects from other functional groups that require analysis and call outs to merchants or other business partners
• Maintain a high level of knowledge surrounding new products, features, services, and processes
• Escalate any case that cannot be resolved within the anticipated service level or that creates risk or exposure for 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 Competencies

• Excellent verbal and written French and English communication skills
• 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, basic internet troubleshooting skills, and ability to navigate between different applications/tools

Qualifications

• 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 ofcustomer service experience.
• Bilingual - English / French.
• Work from Office in Toronto position.