Join Chase, a part of the JPMorgan Chase family, a global leader in traditional and digital financial services. We operate with a start-up mentality within a leading financial institution, aiming to ethically disrupt the UK financial services market. Our goal is to empower our customers with our innovative mobile banking app, backed by a supportive customer service team. Our team is dedicated to creating customer-centric offerings in this exciting new venture.
As an Account Supervisor within our International Consumer Business, you will play a pivotal role in managing and developing a team of specialists. You will have the opportunity to shape customer experiences through various channels, promote team performance, and contribute to our Talent Management Strategy. Your role will involve handling customer escalations professionally, participating in projects that deliver business and people priorities, and identifying opportunities for operational efficiency. This role offers the chance to make a significant impact within a leading global financial institution.
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Job Responsibilities:
- Oversee the team handling disputes, from customer inquiries to managing Chargebacks into Arbitration.
- Review and, if necessary, redesign the end-to-end Disputes/Chargebacks Processes in the non-Fraud space, while considering fraud processes. Review and update Procedure Documents, Process Flows, and other disputes-related documents.
- Work closely with the Learning & Experience Team to update training materials for staff in the debit card disputes area.
- Design and implement the Section 75 Claims Process end-to-end, collaborating with Engineers, Project Managers, Legal, Risk, Compliance, and Controls teams.
- Collaborate with Engineers on integrating Mastercard applications with the internal CRM (Salesforce).
- Collaborate with Engineers to enhance the Chase UK Banking App, enabling customers to raise Disputes and Chargebacks directly from the app.
- Manage employee and team performance by coaching to behaviors that impact key performance indicators. Conduct regular staff meetings, individual coaching sessions, and performance reviews to ensure team alignment and development.
- Manage work schedules and overtime hours for the team, making sure that all shifts are covered
- Participate local and division projects/initiatives/workstreams that are aimed delivering business and people priorities. Participate and lead local risk and control efforts and activities.
- Provide support to employees by addressing queries and concerns related to business operations and company policies.
- Resolve employee and escalated customer issues with urgency, ensuring deadlines are met.
Required qualifications, capabilities, and skills:
- Must have background in handling Disputes team processing chargeback
- Minimum 5 years of contact center experience, and a minimum of 1 year banking/financial experience.
- Minimum 2 years people leadership/team management experience supporting contact center operations
- Must be willing to work in rotating schedules and shifts
- Excellent written and verbal communication skills
ABOUT US
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.