Senior Specialist III - Chase Merchant Services - Canada Merchant Support

Job Description

The Senior Specialist III will provide support for Chase Merchant Services Help Desk call center and will assist the Operations Team Leader with the coaching and development of the staff as well as day to day departmental tasks. This position will include coverage for off-hours and weekends.

• Coach Help Desk Associates for continuous skill refinement through various mediums (i.e. huddles, side-by-sides, email) to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results.
• Monitor Help Desk Associates activities and schedule adherence.
• Respond to and handle incoming emails and cases from internal departments.
• Assist Helpdesk Associates with escalations and general support needs. Effectively leverage resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within Help Desk as well as cross-functionally with other departments, to increase productivity. Handle special projects and tasks as assigned by Management.
• Participate in the hiring activities for Helpdesk Associates.

· Core Competencies:

- High school diploma or GED equivalent. Preferred qualification includes college/university diploma/degree.

- Minimum of 2 years of payment industry experience. Certified on the majority of the Helpdesk call types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.

- Ability to provide professional and interpersonal communication when interacting with others

- Strong work history with minimal absenteeism and consistent punctuality.

- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases

- Excellent verbal and written communication skills

- Must be able to multi-task and be self-directed

· Qualifications:

- Strong knowledge of payment processing industry and related procedures and products

- Bilingual - English / French is a plus

· Potential shifts may be a variation of the following to ensure proper coverage. These are just samples of what shifts may look like, actual shifts TBD.

- 1:30pm – 10:00pm Monday – Friday

- 8:00am – 4:30pm Tuesday – Saturday

- 8:00am – 4:30pm Sunday - Thursday

- 1:30pm – 10:00pm Saturday’s (weekday shifts TBD)

- 1:30pm – 10:00pm Sunday’s (weekday shifts TBD)

· JPMorgan Chase is committed to employment equity and encourages applications from women, aboriginal peoples, persons with disabilities and members of visible minorities.