Client Service Analyst

3 weeks ago

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

Chase Merchant Services, a business unit within CIB Wholesale Operations, 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. With a legacy of innovation and vision in electronic payments, JPMorgan Chase promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions. By offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase's consultative approach helps today's small and emerging businesses become tomorrow's industry leaders. On the Internet or at the point of sale, JPMorgan Chase Merchant Services unique combination of outstanding service, innovative solutions and financial strength offers solid benefits to companies both large and small.

The Enhanced Resolution Team (ERT) is a group of senior analysts that deliver end-to-end issue and case management to a select group of Canada merchants.

**Responsibilities**:

- In addition to providing a direct line of communication, the goal of ERT is to provide a cleaner path to issue resolution and improved overall case management.
- Be the single point of contact that owns merchant's issue from start to finish providing regular updates to the partner or merchant along the way. Once the issue is resolved, ERT analysts will notify the merchant and ensure they are satisfied with the outcome.
- Assist with tasks and projects from other functional groups that require analysis and call outs to merchants or other business partners
- Maintain a high level of knowledge surrounding new products, features, services, and processes
- 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 attitude

**Required Qualifications, Skills and Capabilities**
- 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 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

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.

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