Account Specialist II - Merchant Services (Back Office/Non-Voice) (Corporate & Investment Banking)
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Job Description
As a Senior Specialist III, you will have responsibility of supporting WePay Customer Delight clients through written communication channels while achieving Quality, Customer Satisfaction, and Productivity goals
Providing an amazing support experience to our partners is a priority that WePay takes pride in doing. In fact, we’ve even won an award for Best Customer Service Department of the Year! We’re looking for a caring and action-oriented advocate that can work autonomously to educate and assist the end-users of our largest partners. It’s your chance to join a team of smart and fun people, and wake up on Monday morning knowing that you’re going to be doing something meaningful.
Responsibilities
JPMorgan Chase & Co., 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 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
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
As a Senior Specialist III, you will have responsibility of supporting WePay Customer Delight clients through written communication channels while achieving Quality, Customer Satisfaction, and Productivity goals
Providing an amazing support experience to our partners is a priority that WePay takes pride in doing. In fact, we’ve even won an award for Best Customer Service Department of the Year! We’re looking for a caring and action-oriented advocate that can work autonomously to educate and assist the end-users of our largest partners. It’s your chance to join a team of smart and fun people, and wake up on Monday morning knowing that you’re going to be doing something meaningful.
Responsibilities
- Use email and online chat to help both merchants and partners
- Solving fully complex customer problems in a daily high ticket volume environment
- Meet and exceed daily objectives (60+ email tickets/day, 90% internal CSAT, 90+% Quality rating; 90% SLA)
- Demonstrate high performance / masteral in all channels
- Triaging escalated issues appropriately to Team Leads and detailing product issues & bugs in JIRA
- Develop policies and processes that will help scale our team
- Participate actively in developing knowledge base articles
- 2 years customer support, customer service experience; ideal if provided product support in financial technology (fintech) solutions
- Strong communication skills, including business writing and verbal skills
- Strong customer empathy and deep care for customers’
- Ability to manage time effectively and prioritize competing responsibilities
- Be relentlessly resourceful
- Interest in the payments industry
- Positive attitude and enthusiasm
- Bilingual/Spanish speaking is a plus
JPMorgan Chase & Co., 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 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
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
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