Merchant Services Solution Centre - Senior Analyst Client Service

Join Chase Merchant Services, a global leader in payment processing, and be part of a team that fuels the success of the Internet's largest brands. As a Client Service Analyst in our Merchant Support L2 Group, you'll play a vital role in delivering superior technical support and customer service to our merchants. With a legacy of innovation, Chase offers secure payment solutions that help small and emerging businesses become tomorrow's industry leaders. Embrace the opportunity to work in a dynamic environment and make a difference in the world of e-commerce.

As a Client Service Analyst in Chase Merchant Support L2, you will be integral to our Inbound/Outbound Call Center, providing 24/7 support to PC-Based POS merchants and those using the Orbital Gateway, Online POS Terminal, Mobile Checkout, and Resource Online. You will offer second-level support through chat and email, troubleshooting hardware and software issues, answering technical and policy questions, and ensuring superior technical support and customer service.

Job Responsibilities:
• Advocate for merchants by putting customers first.
• Answer and resolve technical concerns from merchants and internal partners.
• Troubleshoot technical problems to determine root causes and provide solutions.
• Resolve technical issues and merchant concerns accurately and expediently.
• Handle multiple queues/skills via cross-training.
• Maintain knowledge of new products, equipment, features, and services.
• Identify, analyze, and document information collected from merchants.
• Meet or exceed production goals as outlined in the metrics scorecard.
• Escalate unresolved issues that create risk or exposure for merchants or the bank.
• Collaborate with other areas to provide timely resolution to merchant inquiries.
• Work effectively in a dynamic and fast-paced environment.
 

Required Qualifications, Capabilities, And Skills:

• French/English Bilingual
• Strong knowledge of payment processing industry and related procedures.
• Minimum 3 years of customer service experience.
• Must be willing to work until 1am,  weekends and shifting schedules.
• Payments industry experience servicing Canada-based clients/merchants.
• Superior communication skills for 100% phone-based customer interaction.
• Ability to probe terminal technical concerns and offer solutions.
• Self-motivated, takes initiative, and works well with minimal supervision.
• Knowledge of computer software systems such as Windows, Mac, and Microsoft Office.
• Familiarity with Android and iOS phone operating systems.
• Preferred Qualifications, Capabilities, and Skills:
• Experience in call center tech support.
• Background in Merchant Services business or related industry.
• Ability to multi-task and be self-directed.
• Strong interpersonal skills; professional, courteous, and customer-friendly.
• Motivated to deliver great customer experiences.
• Takes initiative, adjusts quickly to change, and takes responsibility for results.

Join Chase Merchant Services and be part of a team that is redefining the merchant experience. Apply today and help us create unforgettable experiences for our clients!

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.