Merchant Services Team Manager
4 weeks ago
Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. A Chase Merchant Service Operations Team Manager is responsible for leading a team(s) within our call center while partnering and collaborating with the leadership team, Oversight & Controls Quality (OCQ), Learning & Development, Product, and Technology staff to supervise the service operation and effectively lead agents in providing excellent and efficient service to our merchants. This role is also responsible for interacting, educating and supporting Relationship Managers and their clients.
Job Responsibilities
- 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, call-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 call center is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed
- Assist Workforce Management as warranted to coordinate employee scheduling and monitor daily schedule adherence
- 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
- Handle special projects and tasks as assigned by leadership
Required qualifications, capabilities, and skills
- Advanced analytical skills with the ability to adapt quickly to change
- Excellent verbal and written communication skills
- Ability to provide professional and interpersonal communication when interacting with others
- 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 influence employee morale
- Ability 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
Preferred qualifications, capabilities, and skills
- Customer service experience, preferably servicing customers in a technical support environment
- 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
- Bilingual English/French is highly preferred
Work Schedule
- Must be willing to work schedules during our operating hours through till 1am, which can include evenings, weekends, and Bank holidays
- Must be willing to work in office a minimum of three days per week
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.
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