Cib Merchant Services Call Center Team Lead

3 weeks ago

Bournemouth, United Kingdom JPMorgan Chase Bank, N.A. Full time

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 Account Specialist IV - Team Lead is responsible for providing leadership assistance for our call center and/or back-office teams. This role is responsible for providing real-time support to our frontline specialists for any assistance needed to service our merchants. In addition, this role partners and collaborates with the leadership team in executing various projects and initiatives to improve overall service to merchants, stakeholders, and our employees. The role will also provide immediate feedback to frontline specialists for any performance-related opportunity.

Principal Duties and Responsibilities (in order of importance)
- Monitor queues, specialist adherence, and share service level updates
- Assist with system access tickets
- Follow outage procedures during on and off hours
- Provide assistance to Help Desk and Tech Support with incoming calls when call volume requires it and complete case review if needed from client follow-ups
- Handle special projects and tasks as assigned by Management

Core Competencies:

- Able to navigate multiple technologies while staying engaged with our merchants
- Demonstrate resiliency and extreme adaptability in a fast-paced environment
- Possess strong customer focus with the ability to have detailed conversations with our merchants
- Take ownership of each merchant interaction while treating them with respect and responding with empathy
- Document customer account activities thoroughly and concisely
- Demonstrate personal excellence including punctuality, integrity, and accountability
- Approach problems logically and with good judgment to ensure the appropriate customer outcome
- Make appropriate decisions on behalf of our merchants quickly and effectively
- Effectively prioritize work to ensure efficiency
- Abide by all applicable regulatory and department practices and procedures
- Have the ability to work independently and in a team environment
- Think critically and exercise independent judgement

Knowledge and Experience
- Payments industry experience servicing merchants or relevant customer support experience, either by phone or in person
- Background and experience in Merchant Services Enterprise Call Center (ECC) or related function required
- Must be willing to work in an environment that requires 100% phone-based customer interaction
- Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau) are strongly preferred
- **Bilingual English/French is highly preferred**

Work Schedule
- Must be willing to work schedules during our operating hours, which can include evenings, weekends, and holidays
- Must be willing to work in office three days per week

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer

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