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Senior Specialist II - Merchant Service



Metro Manila, Philippines
Posted on Thursday, July 11, 2024

Job Description

Join our team to build your career in a culture that values innovation, creativity and excellence

As a Merchant Service within our Merchant Support Group your integral goal is to deliver the best service to our merchants. A Chase Merchant Service Specialist is an advocate for our merchants by providing phone support offering resolutions to payment processing, technical troubleshooting and addressing General question.

Job responsibilities:

  • Answer and resolve calls from our merchants. Be the First contact resolver for our Merchants
  • Identify, analyze, and document information collected from merchants
  • Troubleshoot technical problems to determine the root cause and provide a viable solution
  • Analyze transactions, deposits, statements and account information in order to resolve and provide solutions for our merchants while maintaining a high level of knowledge surrounding new products, equipment(s), features and services
  • Escalate of 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
  • Meet or exceed production goals as outlined in the metrics scorecard.

Required qualifications, capabilities and skills:

  • Strong knowledge of payment processing industry and related procedures and products
  • Open to fresh graduate with technical background or related skills
  • Minimum of 2 years of payment industry experience. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.
  • Must be willing to work overnight & shifting schedule
  • Excellent verbal and written communication skills
  • Self-motivated, works well with minimal supervision, & performs well in a team environment.
  • Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases.

Preferred qualifications:

  • High school diploma equivalent. Preferred qualification includes college/university diploma/degree.

Internal Application Eligibility Requirements


Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.


Meets satisfactory performance standards as defined by the firm

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s HR Policies and Guidelines.

Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or line of business specific guidelines.

Make sure your profile is updated in the new me@jpmc > Jobs. Attaching your updated resume is encouraged.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.