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External job title: EU Boarding and Maintenance Specialist
Reporting to the Operations Director of Merchant Support Europe, the Boarding and Maintenance Specialist will provide support in the keying of merchant set ups and maintenance requests. Duties will involve validating paperwork for completeness and accuracy, ensuring appropriate approvals process has taken place, ensuring strict adherence to business rules and the keying of changes into the centralized CRM system. Day to day you will interact with the EU Implementations, Support, Sales and Relationship Management teams as well as having interaction with colleagues in our US based offices. Assignments will require the ability to coordinate and prioritise a number of tasks with exceptional attention to detail.
Complete merchant setup and maintenance requests utilising business rules and job aids to ensure agreed controls are in place to mitigate risks.
Review paperwork received for completeness and accuracy.
Validate work requests to ensure approval process has been followed by requestor.
Key the relevant changes into the centralized CRM system as per agreed SLA.
Liaise with the Merchant Support and Implementations Teams to close any information gaps which ensures set up and changes are delivered as per agreed SLAs.
Track error rate of work requests and report the same to management ensuring training gaps are discussed with Merchant Support and Implementations.
Through the day to day management of work requests, highlight any improvements which may streamline the team’s processes and enhance the overall Customer Experience.
Support adhoc operational initiatives as required.
Applicants for this position will ideally have a qualification in business administration or a related discipline, with previous years experience in the area of customer support, and have:
Knowledge of a similar industry although knowledge of e-commerce payments or financial industry is preferred.
A strong focus on Customer Service.
Ability to effectively communicate both verbally and in writing with internal teams and to resolve queries in a timely manner as per agreed SLA.
Ability to multi-task and prioritise tasks.
Self-starter – takes ownership of work requests and drives through to resolution.
High level of experience with computer software systems including Excel, Word and Outlook.
Basic analytical skills.
About Company Chase & Co:
Company serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. Company is part of Company Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.1 trillion. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. A component of the Dow Jones Industrial Average, Company Chase serves millions of clients and consumers under its Company and Chase, and WaMu brands.
Company Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. Company Chase & Co. is an Equal Opportunity Employer.
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