DescriptionThis is a unique opportunity to form a part of a growing and diverse department that continues to drive change in the merchant acquiring field in Europe. We are therefore seeking a talented individual with ideally experience in a Merchant Services or an Online Payments environment, who has a strong acumen for strategic decision making and a passion for providing best in class client service.
As EMEA Boarding and Maintenance Associate in Client Service & Implementations team you will provide support in the keying of merchant set ups and maintenance requests. You will focus on the successful boarding, maintenance and ongoing servicing of both new and existing clients to the merchant acquiring and payment processing arm of J.P. Morgan Europe. Your daily 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 EMEA Implementations, Support, Sales and Relationship Management teams as well as having interaction with colleagues in our UK and US based offices. Assignments will require the ability to coordinate and prioritize a number of tasks with exceptional attention to detail.
Job responsibilities
Completes merchant setup and maintenance requests utilizing business rules and job aids to ensure agreed controls are in place to mitigate risks
Reviews paperwork received for completeness and accuracy
Validates work requests to ensure approval process has been followed by requestor
Adds relevant changes into the centralized CRM system as per agreed SLA
Liaises with the Account Management and Implementations Teams to close any information gaps
Tracks error rate of work requests and report the same to management ensuring training gaps are discussed
Highlights any improvements which may streamline the team’s processes and enhance the overall Customer Experience through the day to day management of work requests
Supports ad hoc projects and initiatives as required
Required qualifications, capabilities, and skills
Previous experience in the area of customer support
Strong attention to detail
Ability to multi-task and prioritize tasks
Ability to effectively communicate both verbally and in writing with internal teams and to resolve queries in a timely manner
Self-starter – takes ownership of work requests and drives through to resolution
Basic analytical skills
High level of experience with computer software systems including Excel, Word and Outlook
Preferred qualifications, capabilities, and skills
Knowledge of e-commerce payments or financial industry
Business administration or a related discipline qualification