Are you passionate about client service and eager to advance your career in an international organization? Join our EU Merchant Services Team as a Client Service Analyst, where you'll provide Level 2 phone and email support to merchants. This role offers the opportunity to resolve payment processing issues, troubleshoot technical problems, and address general inquiries. Be part of a team that values expertise and collaboration, and help us deliver exceptional service to our merchants.
As a Client Service Analyst in the EU Merchant Services Team, you will provide Level 2 phone and email support by offering resolutions for payment processing, troubleshooting technical issues (software & hardware), and addressing general inquiries. You will be expected to have a broad understanding of the merchant service product and resolver groups to facilitate accurate assessment and resolution of requests.
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Job Responsibilities
- Answer calls from EU merchants and provide first-call resolution for Level 2 inquiries.
- Resolve issues and merchant concerns accurately and expediently.
- Ensure timely follow-up on merchant inquiries 100% of the time.
- Troubleshoot complex technical problems to determine root causes and provide solutions.
- Analyze transactions, deposits, statements, and account information for resolution.
- Maintain a 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 that create risk or exposure for the merchant or bank.
- Liaise with other areas of the organization for timely resolution of inquiries.
- Demonstrate exemplary teamwork skills with a professional and supportive attitude.
Required Qualifications, Capabilities, and Skills
- Excellent verbal and written communication skills.
- Bilingual in French/English required.
- Ability to multitask and be self-directed.
- Flexibility to work in a dynamic and fast-paced environment.
- Professional and interpersonal communication skills.
- Self-motivated, able to work with minimal supervision, and perform well in a team environment.
- Knowledge of Microsoft Office, including creating spreadsheets.
- Willingness to work in a phone-based customer interaction environment.
- Availability to work schedules during operating hours, including bank holidays.
- Willingness to work in the office five days per week.
Preferred Qualifications, Capabilities, and Skills
- Customer service experience.
- Knowledge of the payment processing industry and related procedures and products.
- Technical capabilities, familiarity with automation products such as Alteryx.
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.