JPMorgan International Consumer Manila – Account Supervisor Fraud Contact Center 

Philippines 

159417420

As an Account Supervisor within the Fraud Contact Center, you will be tasked with the development, management, achievement, and reporting of key performance metrics for a team of Fraud specialists.

Job responsibilities

• Lead and supervise a team of Fraud Analysts, providing guidance, support, and training as needed.
• Collaborate with other departments to optimize fraud prevention processes related to dispute claims and investigate and resolve escalated fraud cases promptly and effectively
• Implement and enhance fraud detection methodologies, manage employee and team performance by coaching to behaviors that impact key performance indicators
• Support specialists as they service customers through various channels that include telephony, chat and cases on the following areas: Resolving general account maintenance/management concerns, which includes disputes/claims, processing and managing payments, Handling fraud-related work that include, but not limited to, reviewing new customer onboarding, payment/transaction profiling, claims processing, fraud losses recovery, etc. and Capturing and resolving complaints.
• Regularly conduct staff meetings, individual coaching conversations and reviews; forecast and manage team performance; Handle customer escalations and complaints in a professional and efficient manner and Recommend system and/or process modifications for improvement
• Participate local and division projects/initiatives/workstreams that are aimed delivering business and people priorities, Plan and execute daily/weekly/monthly supervisory and administrative tasks to completion
• Provide support to employees by answering different types of queries and addressing other concerns as it relates to our business and the firms policies and procedures. Resolve employee and escalated customer problems and inquires; Operates with urgency and meet deadlines, Participate and lead local risk and control efforts and activities
• Participate in the firms Talent Management Strategy through internal and local discussions with Division Leads on Talent Identification and Review, Drive and embody our firms practices on Diversity, Equity, and Inclusion
• Managing work schedules and overtime hours for the team, making sure that all shifts are covered, Monitoring call center activity to identify opportunities for improvement or resolve problems in real time
• Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations, Serve as a daily point of contact and resource for team members, providing coaching, mentorship, and support, Analyze data to identify trends and recommend process improvements, Escalate any appropriate problems according to the business' escalation process
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs, Provide motivational support to team members to maintain high morale and productivity, Active engagement on initiatives / projects focused on driving positive improvement on performance of the site or function being supported

Required qualifications, capabilities and skills

• Drive performance through different operational practices and working with teams
• Utilizes techniques in empowering the team to drive engagement and performance, and strong problem-solving skills and digitally savvy across different medians
• Excellent written and verbal communication skills and ability to use different coaching styles and practices to drive performance
• Apply performance management where necessary in driving results, Fosters and drives a culture of feedback and development, Applies change management to drive and cope with business shifts and changes, Uses critical and analytical thinking in decision making
• Able to drive process improvement and Applies Risk Management and Controls, Able provide guidance on conversations around career development
• Must be willing to work in rotating schedules and shifts and in an environment that supports customers on both phone, chat, cases and back office channels.
• Minimum 5 years of contact centre experience, and a minimum of 1 year banking/financial experience.
• Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools and fluency in Windows Operations Systems and Microsoft Office tools.
• Ability to approach problems logically and Strong customer service focus, able to provide and set clear direction to the team
• Demonstrate personal ownership of tasks and follow through to get desired results, skills in building teams including, prioritization of diversity, equity, and inclusion

Preferred qualifications, capabilities and skills

• Minimum 2 years people leadership/Team management experience supporting the Fraud Operations and Customer Service function.