Job Description

:

Principal Duties and Responsibilities (in order of importance)

• Client Experience - Putting Customers first and being there for our Customers
• Answer and resolve calls from our merchants. Be the First contact resolver for our Merchants
• Troubleshoot technical problems to determine the root cause and provide a viable solution for our merchants
• Analyze transactions, deposits, statements and account information in order to resolve and provide solutions for our merchants
• Maintain a high level of knowledge surrounding new products, features, services, and processes
• Meet or exceed performance goals as outlined in the metrics scorecard
• 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 attitud

Core Competencies

• 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 minimal supervision, & performs well in a team environment
• Knowledge of computer software systems such as Microsoft Office, basic internet troubleshooting skills, and ability to navigate between different applications/tools

Knowledge and Experience

Qualifications

• 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
• Work schedules will vary.

• Candidates must be willing to work full-time (40 hours)
• Candidates must be willing to work a schedule during our Toronto operating hours: Schedules can start as early as 7am EST and end as late as Midnight EST

• Can include holidays, evenings and weekends
• Shift pay premium offered for schedules with after business hours

• The customer support team is currently on a Hybrid schedule: Monday, Tuesday, & Thursdays are In Office. Wednesday & Fridays are Remote.

About Us:

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.

About the Team:

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world\'s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

Operations teams develop and manage innovative, secure service solutions to meet clients\' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

JPMorgan Chase