JPMorgan Chase Senior Specialist - Canadian Outbound Support Team in Toronto, Canada

  • SUMMARY: * Effectively assists with merchant queries from inbound emails through the various customer service in-boxes . Maintains strong relationships with the Helpdesk management team to ensure that agents are provided with optimal coaching opportunities from analysis of cases received. Works towards identifying trends to help alleviate volume and optimizing the merchant experience. Assists with critical projects from other functional groups that require analysis and call outs to merchants or other business partners.
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  • ESSENTIAL DUTIES AND RESPONSIBILITIES: *

    1. Handle email escalations from sales for new and existing mid-market and larger franchises

    2. Follow up with merchants regarding escalation of billing, statements or account reconciliation issues.

    3. Provide assistance to the Help Desk with incoming calls when call volume requires it.

    4. Works the Merchant Services queue to address transaction related inquiries, and POS and other miscellaneous issues

    5. Provides a personalized and comprehensive tutorial on ROL for larger franchises and merchants before they are transitioned to the Relationship Management portfolio

    6. Response to incoming emails from various queues from external and internal customers

    7. Balancing and submission of unsettled transactions for deposit on the ATRT system (rekeys).

    8. Escalation point for major funding or backend issues that require research and analysis

    QUALIFICATIONS:

    1. Education/Experience Associate's degree in administration, accounting, marketing or other related fields (preferred) and/or a minimum of four years of related customer service experience. Minimum of 2 year credit card, point-of-sale or banking industry experience.

    2. Skills or Special Abilities

    · Knowledge of bankcard industry and procedures.
    · Knowledge of computer software systems including word processing and spreadsheets. · Ability to provide professional and interpersonal communication when interacting with others. · Ability to communicate effectively with the written language. · Ability to analyze and research to resolve complex funding issues.

    JPMorgan Chase is committed to employment equity and encourages applications from women, aboriginal peoples, persons with disabilities and members of visible minorities.

Job: *Call Center

Organization: *CONSUMER & COMMUNITY BANKING

Title: Senior Specialist - Canadian Outbound Support Team

Location: CA-ON-Toronto-100 Consilium Place / 57990

Requisition ID: 160113043