JPMorgan Client Contact Center – Loan Servicing Supervisor 

Philippines, Quezon City 

460232967

As a Client Contact Center – Loan Servicing Supervisor within our Commercial Banking team, you will promote a high level of service and client experience. You will support BAU, assist the manager in resolving complex process queries, escalations, client complaints, and operational challenges. You will also manage/support operational projects and promote continuous improvement efforts with the team. This role provides an exciting opportunity to join a dynamic and growing team in a fast-paced and challenging area.

Job Responsibilities

• Drive high level of service and client experience with the team.
• Support BAU and assist the manager in resolving complex process queries, escalations, client complaints and operational challenges.
• Function as the main subject matter expert by doing second tier checks & audits such as (but not limited to) QC and approvals, Call Evaluation & Analysis, New Hire Training and routine training sessions in the team.
• Manage/support operational projects and drive continuous improvement efforts with the team including data analysis and day to day performance reporting.
• Prioritize multiple tasks under pressure and ensure timely delivery of tasks. Capacity planning, co-ordination and interpersonal skills and manage all stakeholder expectation
• Understand US banking & regulatory requirements around data security and data protection.
• Identify issues/risks in the process and effectively manage the controls around them.
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude.
• Perform additional duties as assigned by Operations Manager / VP.

Required qualifications, skills and capabilities

• Drive for client focus with a sense of urgency and service excellence
• Excellent fluency in business communications - verbal and written
• People management skills
• Strong time management and prioritization skills. Conflict management and problem solving. Analytical & strategic thinking
• Ability to handle Metrics reporting for self, teams and stakeholder. Ability to transition new work & migrations. Ability to use multiple applications, browsers, and instant messenger simultaneously
• Strong problem solving and troubleshooting skills. Controls and innovation mindset
• Willingness to work in any shifts and adaptive to business need