Merchant Services EU Client Service Analyst

JPMorgan Chase; Bournemouth; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in Bournemouth seeks a Bilingual Client Service Analyst to join the EU Merchant Services Team. In this role, you will support EU merchants with payment processing and technical issues through calls and emails. Ideal candidates will be bilingual in French/English or Spanish/English, possess excellent communication skills, and thrive in a fast-paced environment. This position guarantees a chance to grow professionally and contribute significantly to client success.

Qualifications

• Bilingual in French/English or Spanish/English required.
• Strong communication skills and multitasking ability.
• Self-motivated with a professional demeanor.

Responsibilities

• Provide Level 2 support for EU merchants via phone and email.
• Resolve payment processing issues and troubleshoot technical problems.
• Maintain up-to-date product knowledge and meet production goals.

Skills

Bilingual French/English or Spanish/English

Excellent verbal and written communication skills

Ability to multi-task

Flexible and adaptable

Tools

Microsoft Office

Alteryx

Job description

Overview

Are you passionate about client service and ready to start a new chapter in an international organization? Join our EU Merchant Services Team and make a real impact by supporting merchants across Europe. As a Client Service Analyst, you\'ll provide expert solutions for payment processing and technical issues, helping our clients succeed in a fast-paced, dynamic environment. This is your opportunity to grow your career, collaborate with talented colleagues, and be part of a team that values professionalism and innovation.

As a Bilingual Client Service Analyst in the EU Merchant Services Team, you will provide Level 2 phone and email support, offering resolutions for payment processing, troubleshooting technical issues, and addressing general inquiries. You will work with us to assess and resolve merchant requests, maintain up-to-date product knowledge, and collaborate across teams to deliver outstanding service.

Job Responsibilities

• Answer calls from EU merchants and provide first call resolution for Level 2 inquiries.
• Resolve issues and merchant concerns accurately and expediently, adhering to business policies and procedures.
• Ensure timely follow-up on merchant inquiries 100% of the time.
• Troubleshoot complex technical problems across software and hardware to determine root causes and provide solutions.
• Analyze transactions, deposits, statements, and account information to resolve merchant issues.
• Maintain a high level of knowledge of 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 merchants or the bank.
• Liaise with other areas of the organization to provide timely resolution to merchant inquiries.
• Demonstrate exemplary teamwork by maintaining a professional, positive, and supportive attitude.

Required Qualifications, Capabilities, and Skills

• Bilingual French/English or Spanish/English required.
• Excellent verbal and written communication skills.
• Ability to multi-task and be self-directed.
• Flexible and adaptable; able to work in a dynamic, fast-paced environment.
• Professional and interpersonal communication skills.
• Self-motivated, works well with minimal supervision, and performs well in a team environment.
• Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets.
• Willingness to work in a phone-based customer interaction environment.
• Willingness to work schedules during operating hours, including bank holidays.
• Willingness to work in office five days per week.

Preferred Qualifications, Capabilities, and Skills

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

About us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world\'s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants\' and employees\' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

J.P. Morgan\'s Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients—including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.