דרושים Account Supervisor ב-גיי פי מורגן ב-United States, Houston

As a Specialist III in Customer Service, you will take approximately 80 – 120 inbound calls a day on basic as well as very complex issues and are empowered to resolve on your own while staying within our policies and procedures. You will also track customers' complaints and submit escalation tickets as needed, all providing concierge service. It requires excellent communication, negotiation, and decision making skills to be successful in this role.

Job responsibilities:

• Work in a call center environment that requires 100% phone-based customer interaction
• Demonstrate excellent communication, negotiation, and decision-making skills, while staying engaged with our customers
• Communicate with customers in a metrics-driven environment
• Navigate multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment
• Take ownership of each customer interaction while treating customers with respect and responding with empathy
• Document customer account activities thoroughly and concisely
• Demonstrates personal excellence including punctuality, integrity, and accountability
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Work both independently and in a team environment
• Abide by all applicable regulatory and departmental practices and procedures

Required qualifications, capabilities, and skills:

• Minimum of 2 years of customer interaction or customer support experience required, either by phone or face-to-face
• Minimum of 1 year computer experience required, utilizing multiple computer applications in a Windows-based environment
• High school diploma or GED required

Preferred qualifications, capabilities, and skills:

• Ability to multitask using a computer and simultaneously provide customer support
• Comfortable in a fast-paced, consistently changing environment
• Have a passion for helping people by solving problems, presenting, and explaining solutions

Work Schedule:

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

As a Client Service Account Manager, within J.P. Morgan Payments Client Service, you will support a portfolio of eCommerce and Fintech clients by allowing them to effectively utilize Payments Products and Services. The Service organization acts as a central point of resolution to support the client's business operations, identifies product/service gaps and development opportunities, and leverages client/product expertise to recommend client growth and efficiency opportunities.

Job Responsibilities:

• Act as a key advisor to the client, providing advice/consultation on decision making.
• Act as a proactive partner, reaching out to clients to assess progress, client satisfaction, and potential impediments to a high level of service satisfaction.
• Act as the client’s central point of resolution and escalation for service issues, liaising with bank partners to manage issues.
• Convey complex ideas and client issues with confidence.
• Identify and address product/service gaps and development opportunities, leveraging the full array of Treasury Services product capabilities.
• Adhere to and ensure client's compliance with risk policies/practices and educate clients on new legal/regulatory/cyber changes.
• Advocate for the client as the single point of contact to the JPMC Regional Service Teams, Technology Production Management, and Operations.

Required Qualifications, Skills, and Capabilities:

• Minimum of 7+ years of relevant industry and/or client service experience.
• Advanced understanding of Domestic and International Treasury Services; inclusive of knowledge of financial exposure/operational risk related to TS transactions.
• Technical knowledge/comprehension to recommend value-added solutions for clients and partners.
• Excellent communication, collaboration, presentation, negotiation, and consultative skills.
• Manages time effectively in a fast-paced environment; demonstrating the ability to balance competing priorities and deliver on commitments, does not require close supervision.
• Ability to lead complex issues, engage appropriate business and external partners, and influence at all levels; with the ability to assess the big picture in complex situations.

Preferred Qualifications, Skills, and Capabilities:

• Knowledge of modern/high-volume payment APIs, file-based transmissions, SWIFT, and Host to Host.