JPMorgan Account Manager - Merchant Services Corporate & Investment Banking 

Philippines, Quezon City 

515710270

On the Internet or at the point of sale, Chase Merchant Services

This role is responsible forThis role is also responsible for interacting, educating and supporting Relationship Managers and their clients delivering superior service and quality using all.

Team Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities.

Job Responsibilities:

• Monitor Chase Advanced Support Associates and 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.
• Effectively leverage resources to 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.
• Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents.
• Handle special projects and tasks as assigned by leadership.

Required qualifications, skills and capabilities:

• Advanced analytical skills with the ability to adapt quickly to change
• Excellent verbal and written communication skills
• 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.
• 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 ofpayment processing industry,Visa/MasterCard operating rules and regulations

Preferred qualifications, skills and capabilities:

• In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience.