Merchant Services Account Specialist - German/English Bilingual

Job Description
Are you passionate about providing exceptional support and solutions? At Chase Merchant Services, we empower businesses by offering world-class payment processing capabilities. As a global leader, we authorize transactions in over 130 currencies, ensuring our merchants thrive in a dynamic market. Join us and be part of a team that values innovation, collaboration, and customer success. Your expertise will help shape the future of merchant services.
As an Account Specialist in the Merchant Payments Solution Center, you will be an advocate for our merchants, working closely with our internal partners. You'll provide essential email support, resolving payment processing issues and addressing inquiries. Together, we ensure our merchants receive timely and effective solutions. Your role is crucial in maintaining our reputation for excellence and reliability.
Job Responsibilities:

• Respond to email inquiries from merchants and provide first-touch resolution
• Identify, analyze, and document information collected from merchants
• Resolve issues and merchant concerns accurately and expediently
• Ensure timely follow-up on merchant inquiries 100% of the time
• Analyze transactions, statements, and account information to provide solutions
• Maintain a high level of knowledge about new products, features, and services
• Meet or exceed production goals as outlined in the metrics scorecard
• Escalate unresolved issues that pose risk or exposure
• Liaise with other areas of the organization for timely resolution
• Demonstrate exemplary teamwork by maintaining a professional, positive attitude

Required Qualifications, Capabilities, and Skills:

• Bilingual in English/German or English/Spanish
• Excellent verbal and written communication skills
• Ability to multitask and work independently
• Flexibility to work in a dynamic, fast-paced environment
• Proficiency in Microsoft Office, including creating spreadsheets
• High school diploma or equivalent
• Commitment to 100% customer-based interaction
• Availability to work during operating hours, including bank holidays
• Willingness to work in the office three days per week

Preferred Qualifications, Capabilities, and Skills:

• Customer service experience
• Knowledge of the payment processing industry and related procedures
• Experience in a similar role within a financial institution
• Strong problem-solving skills
• Ability to work collaboratively with cross-functional teams
• Familiarity with CRM software
• Demonstrated ability to meet performance metrics

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 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.