Account Specialist IV- Merchant Solution Center

Job Description
Come join our Merchant Solution Group, that focuses on developing and delivering solutions tailored to the needs of merchants, stakeholders, and our employees.
As an Account Specialist IV in Merchant Solution Group, you will be responsible for leading our call center and/or back-office teams. You will provide real-time assistance to our frontline specialists for any assistance needed to service customers. In addition, you will partner and collaborate with the leadership team in executing various projects and initiatives to improve overall service to merchants, stakeholders, and our employees. You will also provide immediate feedback to frontline specialists for any performance-related opportunity.
Job responsibilities

• Assist frontline specialists with escalations and general support needs via assist queue and other means of online communications
• Monitor queues, specialists adherence, and share service level updates
• Assist with Request System Access (RSAM)/Access Management Group (AMG)/End User Request (EUR) tickets
• Follow outage procedures during on and off hours
• Provide assistance to Help Desk and Tech Support with incoming calls when call volume requires it and complete case review if needed from client follow-ups
• Coach frontline specialists through various mediums (i.e. huddles, reworks, email, new hire training)
• Act as subject matter expert and peer support during training and/or upskilling
• Lead special projects and tasks as assigned by Management

Required qualifications, capabilities, and skills

• 1 plus years payments industry experience servicing US-based clients/merchants
• Possess experience in Merchant Services Enterprise Call Center (ECC) or related function
• Ability to work in an environment that requires 100% phone-based customer interaction
• Take ownership of each customer interaction while treating customers with respect and responding with empathy
• Ability to navigate multiple technologies while staying engaged with customers and be able to document customer account activities thoroughly and concisely
• Strong customer focus with the ability to have detailed conversations with customers
• Ability to work independently and in a team environment
• Able to think critically and exercise independent judgement as well as integrity to ensure the appropriate customer outcome
• Must be willing to work schedules during our operating hours, which include evenings, weekends, and holidays

Preferred qualifications, capabilities, and skills

• Proficient with data tools (excel, database), data visualization tools (powerpoint, tableau)
• Ability to present data to our partners and stakeholders with confidence and authority
• 1 plus years of customer interaction or customer support experience, either by phone or face to face

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.