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Customer Support Specialist

4 months ago

North York, Canada JPMorgan Chase Bank, N.A. Full time

**Principal Duties and Responsibilities (in order of importance)**
- Client Experience - Putting Customers first and being there for our Customers
- Answer and resolve calls from our merchants. Be the First contact resolver for our Merchants
- Troubleshoot technical problems to determine the root cause and provide a viable solution for our merchants
- Analyze transactions, deposits, statements and account information in order to resolve and provide solutions for our merchants
- Maintain a high level of knowledge surrounding new products, features, services, and processes
- Meet or exceed performance goals as outlined in the metrics scorecard
- Escalate any issue that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank.
- Liaise with other areas of the organization in order to provide timely resolution to merchant inquiries
- Ability to work within a dynamic and fast-paced environment
- Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitud

**Core Competencies**
- Excellent verbal and written French and English communication skills
- Ability to provide professional and interpersonal communication when interacting with others
- Self-motivated, works well with mínimal supervision, & performs well in a team environment

**Knowledge and Experience**

**Qualifications
- Knowledge of payment processing industry and related procedures and products.
- High school diploma equivalent. Preferred qualification includes college/university diploma/degree.
- Minimum of 2 years of customer service experience.
- Bilingual - English / French
- Work schedules will vary.
- Can include holidays, evenings and weekends
- Shift pay premium offered for schedules with after business hours
- The customer support team is currently on a Hybrid schedule: Monday, Tuesday, & Thursdays are In Office. Wednesday & Fridays are Remote.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.