JPMorgan Account Supervisor - Merchant Services 

Philippines, Cebu City 

252457440

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