CCB - J.P. Morgan Commerce Solutions - EU Merchant Support Coordinator - Dublin, Ireland

Job description

.P. Morgan Commerce Solutions, the global payment processing and merchant acquiring business of JPMorgan Chase & Co. (NYSE: JPM), is a leading provider of payments, fraud management and data security solutions, capable of authorising transactions in more than 120 currencies. The company's proprietary platforms provide integrated commerce solutions for all major credit and debit card payments as well as mobile payments . Commerce Solutions, formerly known in Europe as “Chase Paymentech,” has uniquely combined proven payment technology with a long legacy of merchant advocacy that creates quantifiable value for ecommerce companies. In 2014, Commerce Solutions processed 38.1 billion transactions globally with a value of $847.9 billion. More information can be found at www.jpmorgancommercesolutions.co.uk

Become part of our progressive, service-oriented company. As a JP Morgan Commerce Solutons employee, you'll enjoy a professional sales atmosphere, with a flair for a team cultured sales environment. You'll play a vital role in our continued growth in the electronic payment industry. Our most important asset is our people; we seek qualified driven individuals that are seeking an opportunity to make a difference in Chase Paymentech.

As part of our expansion we are currently recruiting a Merchant Support Co-ordinator, based in Dublin, Ireland, to support our growth plans.

Reporting to the VP of Merchant Support Europe, the Merchant Support Coordinator will provide support for Merchant requirements and resolve merchant queries regarding an array of topics. Duties and tasks reflect substantial variety and complexity and involve interaction with a number of teams both on site and in our US based offices. Assignments are broad in nature and will require a strong focus on customer service, an ability to coordinate and prioritise a number of tasks and exceptional attention to detail.

The Merchant Support Coordinator will be required to apply a comprehensive knowledge of systems, procedures, customers and products to perform a broad range of varied and demanding assignments within the customer service area. A key aspect of the role is to also serve as a resource to Account Managers and others in the resolution of complex Merchant problems and issues.

Key Duties:

The successful candidate will be a key partner in the success of the JP Morgan Commerce Solutions European Operation and will:

· Resolve inbound Merchant service requests primarily via telephone and email as per agreed SLA.
· Manage complex set up processes to ensure effective operation of Merchant service as required.
· Attend conference calls with internal teams and the merchant to resolve complex issues, ensuring follow-up on any agreed actions.
· Assist Account Managers with compilation of monthly and quarterly analysis of Merchant transaction data.
· Provide remote training for Merchants on JP Morgan Commerce Solutions Online and reporting options.
· Provide daily support for Account Managers in issue resolution and be a point of contact for Merchants when the Account Managers are unavailable.
· Manage Merchant requests and track responses ensuring issues are escalated to management when the need arises.
· Set up additional accounts/users on the JP Morgan Commerce Solutions system.
· Through the day to day management of issues, highlight any improvements which may streamline the team's processes and enhance the overall Customer Experience.
· Have involvement in special projects as the needs arise.

Desired profile

Skills/Experience:

Applicants for this position will ideally have a qualification in business administration, finance, marketing or a related discipline, with proven experience in the area of customer service or support, and have:

· Knowledge of computer software systems including word processing, spreadsheets and databases.
· Ability to provide professional and interpersonal communication when interacting with others with a strong focus on Customer Service.
· Ability to multi-task and prioritise tasks.
· Knowledge of a similar industry is an advantage.
· Proven ability to impact customer retention through effective use of relationship management skills.
· Ability to effectively communicate both verbally and in writing with client and internal contacts and to resolve queries in a timely manner as per agreed SLA.
· Attention to detail and mental concentration are necessary for accurately performing tasks and tolerating occasional interruptions.
· Second language is a considerable advantage.

JPMorgan offers an exceptional benefits program and a highly competitive compensation package.


JPMorgan is an Equal Opportunity Employer.