Expoint - all jobs in one place

המקום בו המומחים והחברות הטובות ביותר נפגשים

Limitless High-tech career opportunities - Expoint

JPMorgan Account Supervisor - Merchant Services 
Philippines, Cebu City 
252457440

27.07.2024

This position will have responsibility for: Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Team Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities.

In addition to day-to-day core functions, the Account Supervisor role will also:

  • Cross train on other queues
  • Serve as a coach
  • Possess advanced proficiency with Excel used for problem solving, impact quantification and reporting
  • Perform quality monitoring and provide Specialist feedback
  • Assess queue volume and recommend or reconfigure workflow distribution and priorities
  • Process exception approvals and escalated merchant concession determination
  • Partner with Risk and Strategy resources on research and automation opportunities
  • Author and/or review procedure updates and attest to accuracy
  • Assist with department communication
  • Work with Operational Readiness teams to ensure business preparedness for changes implemented
  • Serves as interim manager when team manager absent
  • May be consulted with or asked to help drive resolution to production issue including root cause analysis
  • Present business updates regarding overall health of team and work performed

Core Competencies

  • 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 analyze cold data and transform into meaningful insights.
  • Experience in creating and presenting analysis to stakeholders.
  • Knowledge in executing projects/initiatives such as but not limited to identifying risks and managing change is preferred.
  • Ability to influence employee morale.
  • Must be able to multi-task and be self-directed.
  • In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience.
  • Excellent verbal and written communication skills
  • Ability to provide professional and interpersonal communication when interacting with others

Qualifications

  • Minimum of 3 years customer service experience, preferably servicing customers in a technical support environment
  • Minimum of 2 years of management experience (directly managing staff)
  • Must be willing to work in an environment that requires phone based customer interactions
  • Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations
  • Must be willing to work overnight & shifting schedules