account Supervisor - merchant disputeJPMorgan Chase

Job Description:
Account Supervisor, which is aligned under Fraud and Customer Protection Services, provides a wide range of global operational support and services for retail, commercial, treasury, asset wealth management and credit card customers.
The primary responsibility of the Account Supervisor is to oversee a team of non-exempt Account Specialists.
The Account Supervisor will:
Provide Guidance, Coaching, Development and Leadership
Oversee Staff training and Performance Reviews
Participate in the Selection, Promotion, and Performance Management of Staff as required
Focus on meeting Daily productivity, Quality and SLA goals
The Account Supervisor must have excellent customer service standards to define, analyze, and resolve customer inquiries and escalations. They must be able to closely manage day to day operations of the department and adhere to Code and Risk and Control guidelines.
Principal Duties and Responsibilities:
Responsible for direct supervision of 10-16 Account Specialists
Assigning of work queues managing and prioritizing workflows
Training, Development and Performance Review of direct reports
Monitoring of Daily Performance dashboard versus Goals/Metrics set
Setting Quality Assurance /Control mechanisms to ensure Processing Accuracy
Emerge as a Subject Matter Expert in the process
Adherence to Risk and Controls Agenda
Be a Customer Service Champion
Conduct regular team meetings, 1:1s, and coaching sessions.
Creating an inspiring team environment with an open communication culture
Develop and maintain written procedures and User Acceptance Test Scripts.
Manage small projects and conduct User Acceptance Testing for enhancements to current systems or migration to new system
Ensure all exceptions, involving deviation from Standard Operating Procedure's or inability to get the work processed within turnaround time is escalated to Manager
Ensure controls are in place to avoid any potential Financial Loss, Privacy Breach or adverse Customer or Regulatory Impact in the process
Essential Qualification, Skills & Experience:
Graduate with around 3 to 4 years of experience, including Data Processing and People Management.
Excellent verbal and written English communication skills
Good working knowledge of all MS Office applications particularly Word and Excel
Effective Time Management skills
Customer Focus and Service Oriented mindset
Ability to collaborate, partner and work in a team environment
Excellent coaching skills.
Aptitude for identifying Process improvement opportunities
Proactive approach towards issue identification, tracking of root cause and issue resolution
Good People management, Coaching and delegation skills.
Candidates should be flexible to work in night shifts (timings might vary according to process requirements)
About Us:
JPMorgan Chase & Co., 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
About the Team:
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.
JPMorgan Chase

Metro Manila
Permanent
Full-time