This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. At JPMorgan Chase, we endeavor to provide a place where your development and growth are nurtured and achieve your highest potential. As an Account Supervisor within Chase Merchant Services, you will be responsible in providing excellent service to our clients and ensure timely completion of deliverables. Job responsibilities: Monitor Chase Senior Specialists activities and key performance indicators. Coach and develop Advanced Support Associates and 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. Monitor case aging, call-type patterns and isolate developing trends, identifying opportunities for procedural changes within Advanced Support along with other departments, to increase productivity. Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure Advanced Support is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed. Assist the Workforce Management group 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. Handle special projects and tasks as assigned by leadership. Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents. Required qualifications, capabilities and skills: Minimum of 3 years customer service experience and 2 years of management experience. Preferably servicing customers in a support environment, and directly managing staff Excellent verbal and written communication skills. Advanced analytical skills with the ability to adapt quickly to change 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. Must be able to multi-task and be self-directed. Must be willing to work in an environment that requires phone based customer interactions Must be willing to work overnight & shifting schedules Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulationsPreferred qualifications, capabilities, and Skills: Experience in Merchant Services or payments industry a plus In lieu of degree, may have relevant work experience, preferably managing teams servicing customers. Typically will have four years or more of customer service experience.
