Account Specialist II - Global Card Operations Disputes by Phones (Commercial & Investment Bank)

At JPMorgan Chase, we are committed to delivering exceptional service and innovative solutions to our clients. As a global leader in financial services, we value diversity, collaboration, and professional growth. Join our team and be part of a dynamic organization that encourages creativity, teamwork, and career advancement.

Chase Merchant Services, a business unit within Corporate and Investment Banking, is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies.  The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing.

As the Disputes Phones Account Specialist within Chase Merchant Services, you will answer and resolve calls/inquiries from internal/external sources that relate to Post Deposit Events (chargebacks, retrievals, and adjustments, etc.). You will ensure timely follow-up on merchant/card issuer inquiries 100% of the time, research and work incoming chargebacks from the work queue, and analyze disputes and other exceptions. You will follow defined procedures accurately to take appropriate actions within strict deadlines.

Job Responsibilities

• Work Chargeback cases via phones and back office within strict timeframes; failing to do so could potentially result in the financial liability or reputational risk for the business and company 
• Demonstrate high analytical ability given the direct impact on merchant experience and merchant retention.
• Research any errors such as duplicate, voided, partial or incomplete statuses on various systems as needed 
• Educate the merchant on the Payment Brand and Debit Network Rules and assist in resolving disputes 
• Liaise with other areas of the organization, card issuing banks and merchants, in order to provide timely resolution to merchant inquiries.
• Interface with several internal departments on a regular basis (e.g. Account Management, IT, Accounting, Product & Project Management, Leadership & Development and Help Desk)

Required qualifications, capabilities and skills

• Critical thinking and ability to exercise independent judgment
• Take ownership of each customer while empathizing and prioritizing customer needs
• Required to abide by all applicable regulatory and department practices and procedures
• Must be able to multi-task and be self-directed
• Flexible, easily adaptable 
• Ability to provide professional and interpersonal communication when interacting with others
• Self-motivated, works well with minimal supervision, & performs well in a team environment.

Preferred qualifications, capabilities and skills

• Preferred qualification includes college/university diploma/degree.
• Minimum of  2 years of payment  industry experience. Certified on the majority of the Help Desk calls types: Chargebacks, ROL , Statements, Billing, Risk, Collections, , etc.
• Must be willing to work overnight & shifting schedule
• Strong knowledge of payment processing industry and related procedures and products

Additional Information:

• Shift Schedule: Variable Shift, Weekends Off (Shift Change annually).

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

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 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.