To support Credit and Debit disputes. Makes decisions on various post deposit events such as regulations and departmental procedures. Answer and resolve dispute related calls from merchants and internal and business partners. Agents will review and work all inquiries and complete customer issues from start to finish. Research and work incoming disputes. Ensure timely follow up on merchant inquires 100% of the time.
Answer and resolve calls / inquires from internal/external sources that relates to Post Deposit Events (chargebacks, retrievals and adjustment...) Ensure timely follow-up on merchant/card issuer inquiries 100% of the time. Research and work incoming chargebacks from work queue. Analyze disputes and other exception, and follow defined procedures accurately to take appropriate actions within strict deadlines. Research any errors such as duplicate, voided, partial or incomplete statuses on various systems as needed, in order to provided timely resolution to merchant inquiries. The range of activities performed has an overall effect to the merchant experience and merchant retention. The expectation of the role is to educate the merchant on the Payment Brand and Debit Network Rules and assist merchant result in financial liability or reputational risk for the business and company. We interface with several areas (eg Account Management, IT, Accounting, Product & Project Management, Leadership &Development and Help Desk) on a regular basis. The analytical ability and accurate decision making for each dispute case is important to avoid Company losses. The agent must have working knowledge of the Payment Brand and Debit Network Rules and Regulations to make the correct decision. Chargeback disputes have several reason codes with specific regulations for each reason code. As a result, has a high degree of complexity when decisions are made.
High School diploma or equivalent. 1+ years of customer experience. 1+ years experience with Microsoft Word and Excel. Good written and verbal skills. Good interpersonal skills as demonstrated by the ability to manage difficult calls or other interactions effectively. Self motivated and demonstrates exemplary team working skills by maintaining a professional, positive and supportive attitude. Effective listening in order to resolve inquires to our merchant's along with customer focus to provide first call resolution. Detail oriented.
3+ years business experience with emphasis on customer service. 1+ years of chargeback processing. Advanced analytical problem solving and creative thinking skills. Associates degree, some college or equivalent
Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.
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