Call Center Customer Service EVR
JPMorgan Chase - Tempe, AZ

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Job Description

Chase is a leader in the financial services industry, providing banking, mortgages, credit cards, loans, payment processing and investment services to 50 million customers - 1 out of every 6 Americans. As a division of JPMorgan Chase & Co. (NYSE: JPM), we:

serve 21 million households with consumer banking relationships

lent $17 billion to small businesses in 2011

are one of the nation's largest credit card issuers, with more than 64 million credit cards in circulation

service 8 million mortgage and home equity loans

While we operate across a broad range of businesses, our mission at Chase is quite simple: to be the industry leader in customer service. Our employees put the firm's resources to work every day for our customers.

Chase offers a dynamic environment and the training and support to meet your full potential. Our company is widely recognized as a great place to work, to grow and to invest for the future. Join our team.

Essential Job Duties and Responsibilities:
Provides telephone support to Merchants and Clients and performs account analysis using various systems/applications, analytical and critical thinking skills, and a personalized level of service.

Addresses Merchant and Client needs by following established protocols to resolve inquiries pertaining to interchange, funding, billing, and the electronic payments industry as a whole.

Assists Merchants and Clients with accounts set up on varied front-end and back-end combinations, and varied vertical markets.

Answer inbound calls received via an Automatic Call Distribution (ACD) system, from merchants and other entities associated with Chase Paymentech Solutions (CPS) merchant accounts.

Properly address caller questions/inquiries and/or issues pertaining to any of the following:

  • Statements
  • Interchange Analysis
  • Equipment, Interchange & Auxiliary Fee Billing
  • Funding & Deposit Reconciliation
  • Transactional Detail Review & Analysis
  • Chargebacks
  • Account Maintenance & Changes
  • Additional Business Volume, Additional Outlets & Additional/New Equipment
  • CPS Products & New Entitlement Setups
  • New Merchant Applications and Interest in CPS
Employ abstract and comprehensive critical thinking skills to gather all details necessary to properly assist callers and ensure a positive service experience.

Effectively research and analyze request details and caller needs to administer the proper protocol(s) for thorough call handling and complete issue/request resolution.

Professionally communicate with callers using interpersonal skills that convey a sense of ownership, commitment to resolution, and industry knowledge and expertise that instills caller/merchant confidence in CPS' ability to provide ongoing account support.

Consistently break down complex information into simplistic terms, to enhance caller understanding for optimal call handling and issue/request resolution.

Multi-task by mechanically maneuvering among several system / applications in balance with constant call communication to uphold service standards.


High School Diploma (or equivalent)- Required

2 or more years customer service experience - Preferred

9 months of customer support in a call center environment within the banking industry- Preferred

Knowledge of computer software systems such as Microsoft Office, with ability to quickly learn and master new applications

Knowledge of Merchant Services environments and the payment processing industry

Ability to provide professional and interpersonal communication when interacting with others

Must be able to multi-task

Flexible and adaptive to change

Ability to quickly learn large amounts of information, utilize immediately and retain long term

Training Monday-Friday, 8am-5pm for 6 weeks - Class Start Date:

Monday, March 11, 2013

Permanent schedules are determined after training through shift bid. Schedules are within the call center hours of operation, which are 6:00am - 10:00pm AZ / 8:00am - 12:00am ET, open 7 days a week


JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.


Call Center

Primary Location

US-AZ-Tempe-Tempe Tech Center / 30680


Card Services



Job Type


Employee Status




Corporate Brand


About this company
6,520 reviews
At JPMorgan Chase, the work we do matters. All of us are committed to putting our resources and our voices to work every day for our...