JPMorgan Senior Service Specialist IV 

Philippines, Quezon City 

965326056

Leadership Skills:

• Support Team Managers across ~4 teams with 25-50 non-exempt WePay specialists by communicating standards and expectations, and providing timely, constructive feedback on tasks and assignments
• Drive a high-performance culture through proactive performance management coaching
• Work across multiple teams to identify best practices
• Create a culture that attracts and retains top talent
• Establish an environment for inclusion and diversity initiatives
• Be available to teams and others to assist with real time customer issues
• Leads people toward meeting the organization’s vision, mission, and goals

Customer Focus:

• Resolve complex and escalated employee and customer problems and inquires
• Monitor service levels and specialist performance to keep management and specialists aware of email/chat queues waiting to be answered, abandonment rates, real time assistance with specialists who are outside of normal expectations and any system issues that are impacting our customers
• Meet all regulatory timeframes for issue/complaint resolution

Communication Skills:

• Partner with teams to deliver key messages through team huddles, staff meetings, and one on one coaching/development sessions with specialists
• Communicates strategically, using two-way communication to generate enthusiasm and foster an atmosphere receptive to open exchange
• Create development and coaching material to drive performance and presenting the material during monthly development sessions
• Partner with peers and other Merchant groups to effectively influence change to improve the employee and customer experience

Problem Solving Skills:

• Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome
• Make appropriate decisions on behalf of the customer quickly and effectively
• Prioritize work time effectively to ensure efficiency
• Partner with other areas to research complex issues

Analytical Skills:

• Shapes and influences strategy in line with overall functional strategy and objectives
• Leads execution of key projects
• Ability to evaluate and analyze data from multiple sources in a fast paced environment and make decisions based on thorough assessments of the issues and outcomes
• Execution of control initiatives
• Required to abide by all applicable regulatory and department practices and procedures
• Understands broad picture of revenue and expense drivers and influences decisions that impact P&L

Required qualifications, skills, capabilities:

• Minimum of two years of expert customer interaction or customer/client support experience; experience working in a high productivity client contact center preferred.
• Full understanding of Merchant account regulations and standards
• Excellent communication and interpersonal skills
• Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
• Ability to plan and prioritize workload to meet deadlines
• Demonstrated analytical and critical thinking skills, ability to anticipate problems and resolve quickly.
• Ability to motivate, coach and develop staff for performance improvement
• Advanced proficiency level in a Microsoft Office environment
• Flexible and adaptable; possess demonstrated change management skills.