Account Specialist II

Chase, a leading provider of diverse financial services worldwide, is actively seeking team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction.

We have opportunities for Account Specialist II position in our Chargebacks group.

As an Account Specialist II in Corporate Investment Bank (CIB), you will have a vital position in supporting our customers.

You will help customers resolve their questions and concerns.

You will also ensure our merchants receive superior support throughout the chargeback cycle by acting as an advocate on their behalf.

Job Responsibilities:


* Answer and resolve inquiries from internal/external sources that relates to Post Deposit Events (chargebacks, retrievals and adjustment, etc.)


* 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 exceptions; 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.

Liaise with other areas of the organization, card issuing banks and merchants, in order to provide timely resolution to merchant inquiries


* Educate the merchant on the Payment Brand and Debit Network Rules and assist in resolving disputes


* Work Chargeback cases within strict timeframes; failing to do so could potentially result in the financial liability or reputational risk for the business and company


* Interface with several internal departments on a regular basis (e.g.

Account Management, IT, Accounting, Product & Project Management, Leadership & Development and Help Desk)


* Have high analytical ability given the direct impact to the merchant experience and merchant retention


* Have working knowledge of the Payment Brand and Debit Network Rules and Regulations in order to make correct decisions


* Use complex decision making when reviewing the multiple Chargeback reason codes, each with specific regulations

Required qualifications, skills and capabilities:


* Minimum of 2 years of customer interaction or customer support experience


* Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome


* Excellent verbal and written communication skills


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


* Flexible, easily adaptable


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


* Self-motivated, works well with minimal supervision, & performs well in a team environment.

Preferred qualification, skills and capabilities:


* Ability to multitask using a computer and simultaneously provide customer support


* Comfortable in a fast-paced, consistently changing environment


* Experience with multiple browsers, m...