Elevate your career with JPMorgan Chase, a top financial firm, valuing innovation, creativity, and excellence.
As an Account Supervisor in the Merchant Services team, you will be responsible for leading our call center and back-office teams. Your role will involve partnering with various teams to supervise the service operation and lead agents in providing excellent service to our merchants. You will also manage and monitor key operational initiatives and projects that enhance client experience. Your responsibilities will also include employee coaching, training, performance feedback, and development. You will also cross-train on other queues, serve as a coach, and perform quality monitoring. Your ability to analyze data, create and present analysis to stakeholders, and execute projects will be crucial in this role. You will also be expected to influence employee morale, multi-task, and provide professional and interpersonal communication when interacting with others.
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Job responsibilities
- Cross train on other queue and serve as a coach
- Perform quality monitoring and provide Specialist feedback
- Assess queue volume and recommend or reconfigure workflow distribution and priorities
- Process exception approvals and escalated merchant concession determination
- Partner with Risk and Strategy resources on research and automation opportunities
- Author and/or review procedure updates and attest to accuracy
- Assist with department communication
- Work with Operational Readiness teams to ensure business preparedness for changes implemented
- Serves as interim manager when team manager absent
- Drive resolution to production issue including root cause analysis
- Present business updates regarding overall health of team and work performed
Required qualifications, capabilities and skills
- Minimum of 3 years customer service experience, preferably servicing customers in a technical support environment; In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience; Two (2) years of management experience (directly managing staff)
- Critical thinking, problem solving, and interpersonal skills.
- Ability to analyze cold data and transform into meaningful insights.
- Experience in creating and presenting analysis to stakeholders. Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases.
- Knowledge in executing projects/initiatives such as but not limited to identifying risks and managing change is preferred.
- Ability to influence employee morale.
- Must be able to multi-task and be self-directed
- Excellent verbal and written communication skills
- Must be willing to work in an environment that requires phone based customer interactions
- Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations
- Must be willing to work overnight & shifting schedules
ABOUT US
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.