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CCB - J.P. Morgan Merchant Services - EU Merchant Support Coordinator - Dublin, Ireland

Req #: 180030968
Location: Dublin, L, IE
Job Category: Account Servicing
Job Description:
Become part of our progressive, service-oriented company. As a JP Morgan Merchant Services employee, you'll enjoy a professional sales atmosphere, with a flair for a team cultured sales environment. You'll play a vital role in our continued growth in the electronic payment industry. Our most important asset is our people; we seek qualified driven individuals that are seeking an opportunity to make a difference. 

Reporting to the VP of Merchant Support Europe, the Merchant Support Coordinator will provide support for Merchant requirements and resolve Merchant queries regarding an array of topics.  Duties and tasks reflect substantial variety and complexity and involve interaction with a number of teams both on site and in our US based offices.  Assignments are broad in nature and will require a strong focus on customer service, an ability to coordinate and prioritise a number of tasks and exceptional attention to detail.


The Merchant Support Coordinator will be required to apply a comprehensive knowledge of systems, procedures, customers and products to perform a broad range of varied and demanding assignments within the customer service area. A key aspect of the role is to also serve as a resource to Account Managers and others in the resolution of complex Merchant problems and issues.

Key Duties:
  • Resolve inbound Merchant Service requests primarily via telephone and email as per agreed SLA.
  • Liaise with the Merchant and gather relevant data to ensure effective set up of new transaction divisions and entities to ensure effective operation of the Merchant.
  • Attend conference calls with internal teams and the Merchant to resolve complex issues, ensuring follow-up on any agreed actions.
  • Provide remote training for Merchants on Paymentech Online (online reporting system) and available reporting options.
  • Provide daily support for Account Managers in issue resolution and act as a point of contact for the Merchant when the Account Managers are unavailable.
  • Work closely with Credit Risk Team to obtain the necessary financials from Merchants as per the review schedule.
  • Work closely with the Collections Team to understand the reasons behind any negative balances or funds hold positions, contacting the Merchant as required.
  • Manage Merchant requests and track responses ensuring issues are escalated to management when the need arises.
  • Production and delivery of daily, weekly and monthly Client Services reports, working closely with the Business Intelligence Team to transition reporting to the Merchant Services team on an ongoing basis.
  • Assist Account Managers with the compilation of the Monthly KPI and Quarterly Business Review transaction data.
  • Through the day to day management of issues, highlight any improvements which may streamline the team’s processes and enhance the overall Customer Experience.
  • Support adhoc operational and management initiatives as required.



Applicants for this position will ideally have a qualification in business administration, finance, marketing or a related discipline, with previous years experience in the area of customer service or 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 the merchant and internal contacts and to resolve queries in a timely manner as per agreed SLA.
  • Ability to multi-task and prioritise tasks.
  • Proven ability to impact customer retention through effective use of relationship management skills. 
  • Self-starter – takes ownership of merchant queries and drives through to resolution.
  • High level of experience with computer software systems including Excel, Word and MS PowerPoint.
  • Second language is an advantage.

About J.P. Morgan Merchant Services:
J.P. Morgan Merchant Services, based in Dallas, Texas with European headquarters in Dublin, Ireland, is a business unit of JPMorgan Chase. As a global leader in payment processing and merchant acquiring,

J.P. Morgan Merchant Services is capable of authorising transactions in more than 130 currencies and is the world’s largest merchant acquirer by sales volume and Europe’s top acquirer of web transaction (Nilson Report 2016). Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding, J.P. Morgan Merchant Services’ unique combination of outstanding service, innovative solutions and financial strength offers solid benefits to European companies both large and small. More information can be found at

About J.P. Morgan Chase & Co.

J.P. Morgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.1 trillion and operations in more than 60 countries. 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, J.P. Morgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about J.P. Morgan Chase & Co. is available at

J.P. Morgan offers an exceptional benefits program and a highly competitive compensation package.

 J.P. Morgan is an Equal Opportunity Employer. 
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