Account Supervisor - Merchant Services

at  JPMorgan Chase Co

JOB DESCRIPTION

Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Chase Merchant Service Operations Team Manager is is responsible for leading our call center &/or back-office teams.
This role is responsible for leading a team of Sr. Specialists. In addition, partnering and collaborating with the Leadership Team, Oversight & Controls Quality (OCQ), Learning & Development, Product, and Technology managers to supervise the service operation and effectively lead agents in providing excellent and efficient service to our merchants. This role is also responsible for executing, managing and monitoring key operational initiatives and/or projects that help elevate client experience.
This position will have responsibility for: Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Team Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities.

QUALIFICATIONS

• Minimum of 3 years customer service experience, preferably servicing customers in a technical support environment
• Minimum of 2 years of management experience (directly managing staff)
• 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.

• Cross train on other queues
• Serve as a coach
• Possess advanced proficiency with Excel used for problem solving, impact quantification and reporting
• 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
• May be consulted with or asked to help drive resolution to production issue including root cause analysis
• Present business updates regarding overall health of team and work performed

Core Competencies

• Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases.
• 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 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.
• In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience.
• Excellent verbal and written communication skills
• Ability to provide professional and interpersonal communication when interacting with others