Merchant Services Client Service Analyst

J.P. Morgan; Bournemouth; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking organization as a Client Service Analyst, where your passion for client service will shine. In this role, you will provide Level 2 support to merchants, resolving payment processing issues and technical problems. Collaborate with a dedicated team to ensure exceptional service delivery while developing your skills in a dynamic environment. This position offers the chance to engage with a diverse range of inquiries and make a tangible impact on merchant satisfaction. If you're self-motivated, bilingual, and eager to advance your career, this opportunity is perfect for you.

Qualifications

• Excellent verbal and written communication skills are essential.
• Bilingual in French/English is required for this role.

Responsibilities

• Provide Level 2 support to EU merchants via phone and email.
• Troubleshoot technical issues and resolve merchant concerns efficiently.
• Maintain knowledge of products and services while meeting production goals.

Skills

Verbal Communication

Written Communication

Bilingual (French/English)

Multitasking

Customer Service

Technical Troubleshooting

Tools

Microsoft Office

Alteryx

Job description

Are you passionate about client service and eager to advance your career in an international organization? Join our EU Merchant Services Team as a Client Service Analyst, where you'll provide Level 2 phone and email support to merchants. This role offers the opportunity to resolve payment processing issues, troubleshoot technical problems, and address general inquiries. Be part of a team that values expertise and collaboration, and help us deliver exceptional service to our merchants.

As a Client Service Analyst in the EU Merchant Services Team, you will provide Level 2 phone and email support by offering resolutions for payment processing, troubleshooting technical issues (software & hardware), and addressing general inquiries. You will be expected to have a broad understanding of the merchant service product and resolver groups to facilitate accurate assessment and resolution of requests.

Job Responsibilities

• Answer calls from EU merchants and provide first-call resolution for Level 2 inquiries.
• Resolve issues and merchant concerns accurately and expediently.
• Ensure timely follow-up on merchant inquiries 100% of the time.
• Troubleshoot complex technical problems to determine root causes and provide solutions.
• Analyze transactions, deposits, statements, and account information for resolution.
• Maintain a high level of knowledge about new products, equipment, features, and services.
• Meet or exceed production goals as outlined in the metrics scorecard.
• Escalate unresolved issues that create risk or exposure for the merchant or bank.
• Liaise with other areas of the organization for timely resolution of inquiries.
• Demonstrate exemplary teamwork skills with a professional and supportive attitude.

Required Qualifications, Capabilities, and Skills

• Excellent verbal and written communication skills.
• Bilingual in French/English required.
• Ability to multitask and be self-directed.
• Flexibility to work in a dynamic and fast-paced environment.
• Professional and interpersonal communication skills.
• Self-motivated, able to work with minimal supervision, and perform well in a team environment.
• Knowledge of Microsoft Office, including creating spreadsheets.
• Willingness to work in a phone-based customer interaction environment.
• Availability to work schedules during operating hours, including bank holidays.
• Willingness to work in the office five days per week.

Preferred Qualifications, Capabilities, and Skills

• Customer service experience.
• Knowledge of the payment processing industry and related procedures and products.
• Technical capabilities, familiarity with automation products such as Alteryx.