Summary

As a Specialist in the Merchant Support Group, you will be an advocate for our US and Canadian merchants and internal chase partners. You will provide phone support offering resolutions to payment processing, technical troubleshooting, and addressing general inquiries. You will take ownership of each customer interaction, treating customers with respect and responding with empathy. You will approach problems logically and with good judgment to ensure first call resolution for each customer. This role requires you to demonstrate personal excellence including punctuality, integrity, and accountability, and extreme adaptability in a fast-paced environment.

Job responsibilities

Our Agents handle calls from our merchants/clients and offer options to find solutions to their inquiry. They also perfom the following tasks: 

• Take ownership of each customer interaction while treating customers with respect and responding with empathy
• Approach problems logically and with good judgment to ensure first call resolution for each customer
• Are able to navigate multiple applications while staying engaged with our customers
• Demonstrate personal excellence including punctuality, integrity, and accountability
• Demonstrate extreme adaptability in a fast paced environment
• Are required to abide by all applicable regulatory and department practices and procedures
• Have the ability to work independently and in a team environment

Qualifications

• Minimum of one year of customer interaction or customer support experience is required, either by phone or face to face.
• Must be willing to work in an environment that requires 100% phone-based customer interaction.
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, chat and email, and maneuvering in a Windows-based environment
• High School Diploma or equivalent required

This position will require work in office location 3 days per week. (Monday, Tuesday and Thursday)

Training Schedule: Formal paid training will take place. You must be available to attend virtual training for the first 4-6 weeks Monday - Friday from 9:00am 5:30pm/ET.

Work Schedule: Will vary depending on business needs. Schedule requires availability and flexibility during business hours, after hours, weekends and holidays.

Skills

• Client Servicing