JPMorgan Satellite Call Center Account Supervisor Bilingual 

United States, Arizona, Glendale 

338145898

Job responsibilities:

• Oversee a work-from-home team navigating multiple technologies to support a Call Center environment.
• Lead and manage comfortably in a metrics-promoted environment.
• Demonstrate resiliency and extreme adaptability in a fast-paced environment.
• Coach teams on how to approach problems logically and with good judgment to ensure the appropriate customer outcome.
• Empower teams to take ownership of each customer interaction while treating customers with respect and responding with empathy.
• Resolve customer escalations and document account activities thoroughly and concisely.
• Lead by example through demonstrating personal excellence, including punctuality, integrity, and accountability.
• Approach and resolve problems logically and with good judgment to ensure the appropriate customer outcome is taken by the specialist.
• Encourage teams to think critically and exercise independent judgment.
• Make final decisions on behalf of our customers quickly and effectively when required.
• Enforce and abide by all applicable regulatory and department practices and procedures.

Required qualifications, capabilities, and skills:

• Home Location must reside within approximately 10 miles radius of the JPMC Camelback and 59th Ave Branch 5740 W Camelback Rd, Glendale, AZ 85301
• Safe and noise free work environment in your residence
• High School diploma/GED required
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Minimum of 2 years customer interaction or customer support experience, either by phone or face-to-face
• 3 plus years working in a call center position; certification and or training
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment
• 5 plus years of direct management experience; demonstrated ability to develop, manage, coach, and motivate teams
• Reading and speaking in both Spanish and English fluently is required for this role

Preferred qualifications, capabilities, and skills:

• Bachelor’s Degree Preferred
• Experienced in Retail Credit Card servicing

Work Schedule:Tuesday – Saturday 9:00AM – 6:00PM

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.