Merchant Services Training Sme

3 weeks ago


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

Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Process & Integration Stabilization - Training SME is responsible for supporting the training and development of our call center specialists.

This role is responsible for providing procedural and business led training and upskilling to our frontline specialists. In addition, this role will partner and collaborate with the leadership team and our Learning and Development team in executing various projects and initiatives to improve the overall learning experience, internal procedures and resources. The role will also provide backup support to provide real-time assistance to our frontline specialists to service merchants.

Principal Duties and Responsibilities (in order of importance)
- Assist with system access for new hires
- Answer procedural questions
- Conduct up-skilling training sessions
- Prepare training materials
- Participate in call calibration sessions
- Monitor specialist calls to coach new hires on call quality
- Maintain accuracy in policies, procedures, training content and activities
- Take active role in promoting the Customer Engagement Call Framework
- Collaborate with Workforce Management to schedule staff for training classes
- Review and provide annual re-certification of procedures and training material

Core Competencies:

- Ability to create or redesign training content to support business needs
- Ability to facilitate training for business operations for class size of 10 or more learners
- Resilient, flexible and adaptable in a fast-paced environment
- Demonstrates personal excellence including punctuality, integrity, and accountability
- Able to approach problems logically and with good judgment to ensure the appropriate outcome
- Effectively prioritizes work to ensure efficiency
- Adheres to all applicable regulatory and department practices and procedures
- Ability to work independently and in a team environment
- Think critically and exercise independent judgement

Knowledge and Experience
- In person and virtual training facilitation experience (call center environment preferred)
- Background and experience in payment operations industry or technical support functions preferred
- Customer interaction or customer support experience strongly preferred, either by phone or face to face
- Proficient with data tools (Excel, database) and data visualization tools (i.e. PowerPoint, tableau)
- Excellent verbal, written and interpersonal communication skills required
- Demonstrated to be highly self-motivated, able to prioritize multiple tasks in a proactive manner to meet deadlines, and display attention to detail
- **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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