Merchant Services Account Specialist - ENGLISH/SPANISH BILINGUAL

J.P. Morgan; Bournemouth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global leader in payment processing is seeking a Merchant Services Account Specialist in Bournemouth. In this role, you'll provide vital phone support to merchants for payment processing and technical issues. The ideal candidate is bilingual in English and Spanish, possesses excellent communication skills, and is flexible to work in a dynamic environment. Opportunities for advancement and training will be available, contributing to a rich career development experience.

Qualifications

• Bilingual in English and Spanish required.
• Excellent communication skills and ability to multitask.
• Flexibility to work in a fast-paced environment.

Responsibilities

• Provide first call resolution for merchant inquiries.
• Troubleshoot technical problems.
• Analyze transactions to resolve merchant concerns.

Skills

Bilingual English/Spanish

Excellent verbal and written communication skills

Ability to multitask

Flexibility

Knowledge of Microsoft Office

Self-motivated

Job description

Overview

Join Chase Merchant Services, a global leader in payment processing, and become a vital part of our team. As a Merchant Services Account Specialist, you\'ll provide exceptional phone support, offering solutions for payment processing, troubleshooting technical issues, and handling general inquiries. With opportunities for advancement through successive skills training, you\'ll play a key role in enhancing our merchant experience.

As a Merchant Services Account Specialist within the Chase Merchant Services department, 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. You will have the chance to advance through successive skills training, including Level 1, Payment Terminals, Account Management, and Pricing.

Job responsibilities

• Answer calls from our merchants and provide first call resolution
• Identify, analyze and document information collection from merchants
• Resolve issues and merchant concerns accurately and expediently while adhering to business policies and procedures
• Ensure timely follow-up on merchant 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 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 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 team working skills by maintaining a professional, positive and supportive attitude

Required qualifications, capabilities and skills

• BILINGUAL ENGLISH/SPANISH
• Excellent verbal and written communication skills combined with ability to multi-tasking and be self-directed
• Flexibility and ability to work in a dynamic and fast-paced environment
• Self-motivation and ability to work well with minimal supervision
• Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets
• Willingness to work in an environment that requires 100% phone-based customer interaction
• Willingness to work schedules during our operating hours, which can include evenings, bank holidays and weekends
• Willingness to work in office 4 days per week
• Willingness to work schedules during operating hours, including evenings, bank holidays, and weekends working patterns can be until 1am.

Preferred qualifications, capabilities and skills

• Customer service experience
• Knowledge of payment processing industry and related procedures and products