Join our Merchant Support Group, where you will play an integral role in delivering the best service to our merchants. As a Chase Merchant Chargeback Specialist, you will provide phone support, offering resolutions on chargebacks, retrievals, and adjustments. You will be an advocate for our merchants, ensuring timely follow-up on inquiries and maintaining merchant satisfaction.
Job Summary:
As a Disputes Phones Account Specialist within Chase Merchant Services, you will answer and resolve calls and inquiries related to Post Deposit Events, such as chargebacks, retrievals, and adjustments. You will ensure timely follow-up on merchant and card issuer inquiries, research incoming chargebacks, and analyze disputes to take appropriate actions within strict deadlines.
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Job Responsibilities:
- Work chargeback cases via phones and back office within strict timeframes to avoid financial liability or reputational risk.
- Demonstrate high analytical ability to impact merchant experience and retention positively.
- Research errors such as duplicate, voided, partial, or incomplete statuses on various systems.
- Educate merchants on Payment Brand and Debit Network Rules and assist in resolving disputes.
- Liaise with other areas of the organization, card issuing banks, and merchants for timely resolution of inquiries.
- Interface regularly with internal departments, including Account Management, IT, Accounting, Product & Project Management, Leadership & Development, and Help Desk.
Required Qualifications, Skills, and Capabilities:
- Critical thinking and ability to exercise independent judgment.
- Take ownership of each customer while empathizing and prioritizing customer needs.
- Abide by all applicable regulatory and department practices and procedures.
- Ability to multi-task, be self-directed, and work well in a team environment.
- Flexible and easily adaptable.
- Provide professional and interpersonal communication when interacting with others.
- Self-motivated and works well with minimal supervision.
Preferred Qualifications, Skills, and Capabilities:
- College/university diploma/degree preferred.
- Strong knowledge of the payment processing industry and related procedures and products.
- Minimum of 2 years of payment industry experience, certified on the majority of Help Desk call types (e.g., Chargebacks, ROL, Statements, Billing, Risk, Collections).
- Willingness to work overnight and shifting schedules.
Additional Information:
- Variable shift, Weekends Off. Shift change every year.
All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
ABOUT US
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.
ABOUT THE TEAM
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.