The Account Manager position oversees the day-to-day operations of a team of employees responsible for the execution of maintenance activities for the Merchant Service line of business. Top priority is to manage production with quality balance, while creating a positive environment for team members. Serves as an escalation point for employees while also assisting with complex issue resolution. Primarily focused on front line supervision; employee coaching, assisting upper-level management with research of escalated issues & execution of defined operational objectives & reporting. Responsible for the team's performance in the overall setup process: expediting & conducting the quality maintenance setup for merchant accounts. Role also entails supporting business initiatives, inclusive of representing department in strategic system enhancement projects.
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Job Responsibilities
- Performs Stakeholders/Merchants facing activities through various mediums (Zoom/Email/Phone calls), to successfully execute a request by explaining policies and procedures
- Monitor account specialist activities and key performance indicators. Coach and develop specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results
- Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency
- Leverage resources to monitor case aging, case-type patterns and isolate developing trends to identify opportunities for process and/or procedural changes to increase productivity
- Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure the AMS is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed
- Assist with escalations and assist internal customers with questions and/or general support needs
- Participate in all hiring and performance management activities pertaining to the team
- Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents
- Support business initiatives, inclusive of representing department in strategic system enhancement projects
Required qualifications, skills and capabilities
- Demonstrated leadership experience (directly managing staff)
- Strong knowledge of payment processing industry and related procedures and products
- Experience in supporting operational process changes and system enhancements
- Must be willing to support after-hour (evenings/weekends) account escalations as necessary. Must be willing to work in an environment that requires some phone based client interactions
- Advanced analytical skills with the ability to adapt quickly to change. Critical thinking, problem solving, and interpersonal skills
- Ability to influence employee morale. Ability to multi-task and be self-directed. Ability to provide professional and interpersonal communication when interacting with others
- Excellent communication skills (verbal and in writing). Proficient in MS Office (Excel, PowerPoint, Word)
Shift Schedule: Variable
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.