Account Specialist II- Merchant Services Client Solutions Center- Bilingual English & Spanish Required

Join Chase Merchant Service a global leader in payment processing and merchant acquiring where innovation meets excellence. As part of our team youll be at the forefront of authoring transactions in over 130 currencies supporting the growth of e-commerce worldwide. We offer secure payment solutions improve cash-flow management mitigate risk and accelerate funding helping small and emerging businesses becomes tomorrows industry leaders. Embrace the opportunity to be of a company that fuels the success of the internets largest brands processing more than 50 percent of all internet transactions. Your career growth and mobility await in a dynamic environment that values your skills and contributions.

As a Chase Merchant Service Specialist within our Merchant Support Group you will pay a crucial role in delivering exceptional service to our merchants. You will be an advocate for our merchants providing phone support to resolve payment processing issues troubleshoot technical problems and address general inquiries. Your expertise and dedication will ensure that our merchants receive the best possible support contributing to their success and the continued growth of Chase Merchant Services.

Job responsibilities:

• Prioritize customer satisfaction by being the first point of contact and resolving merchant call efficiently.
• Identify analyze and document merchant information to resolve concerns accurately and expediently adhering to business policies and procedures.
• Determine root causes of technical problems and provide viable solutions.
• Analyze transactions deposits statements and account information to resolve issues and provide solutions for merchants.
• Maintain high level of knowledge about new products equipment features and services.
• Meet or exceed production goals as outlined in the metrics scorecard.
• Escalate unresolved issues and liaise with other organizational areas to provide timely resolutions.
• Work effectively in a dynamic and fast-paced environment demonstrating adaptability and resilience.
• Exhibit exemplary teamwork skills by maintain a professional positive and supportive attitude.
• Manage a high volume of inbound/outbound calls delivering comprehensive support for financial products.
• Take ownership of each customer interaction treating them with respect and responding with empathy while following all regulatory and departmental practices diligently.

Required qualifications capabilities and skills:

• Reading and speaking in both Spanish and English fluently is required for this role.
• Strong knowledge of the payment processing industry and related procedures and products with a minimum of 2 years of industry experience. Certified on the majority of the Help Desk calls types: Statements Billings Risk Collections VeriFone Ingenico VAR ROL etc.
• Excellent verbal and written communication skills along with strong information gathering and decision-making abilities.
• Customer interaction and support skills with at least 2 years of experience in phone or fact-to-face settings while being able to multitask with computer systems and work accurately.
• Ability to manage complex customer interactions using empathy composure and sound judgement.
• Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments.
• Adaptability and efficiency in a fast-paced dynamic and results-driven environments with flexibility and ease of adaptation.
• Ability to solve problems and effectively present and explain solutions.
• Ability to learn products and systems quickly embrace challenges as opportunities and actively seek feedback to improve performance and achieve goals.
• Proficient computer literacy skills with experience in using technology to solve problems and communicate in a professional settings including knowledge of Microsoft Office and creating spreadsheets and databases.
• High school diploma or GED required.

Preferred qualifications capabilities and skills:

• College/University diploma; open to fresh graduate with technical background or related skills.

Additional Information:

• Must be willing to work overnight weekends and shifting schedules.