CIB - Merchant Services - Implementations Team Manager NAP QC APP ONBOARDINGJPMorgan Chase

Job Description:
Business Description
Chase Merchant Services, a business unit within Consumer and Commercial Banking, is a global leader in payment processing and merchant acquiring; capable of authorizing transactions in over 130 currencies. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing. With a legacy of innovation and vision in electronic payments, Chase promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions. Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase's consultative approach helps today's emerging businesses become tomorrow's industry leaders. On the Internet or at the point of sale, Chase Merchant Services unique combination of outstanding service, innovative solutions and financial strength offers solid benefits to companies both large and small.
Position Summary
The Division Leader will oversee day-to-day operations of a team of employees responsible for the execution of implementation activities of the Coding and QC Specialists. Top priority is to manage production with quality balance, while creating a positive environment for team members. Serves as an escalation point for employees while also assisting with complex issue resolution. Primarily focused on front line supervision; employee coaching, assisting upper level management with research of escalated issues & execution of defined operational objectives & reporting. Responsible for the team's performance in the overall setup process: expediting, & conducting the quality control setup for new merchant accounts.
Monitor day to day employee performance of the work queues in relation to established goals. Must have a clear understanding of the workload at all times. Ensure the team understands Anti-Money Laundering and Known Your Customer (AML KYC) policies while simultaneously verifying the accuracy of merchant documentation compared to data entered into the system. Ability to analyze up & downstream effect of impacted departments. Meet with all team members one on one to review performance goals, teamwork & attendance on a regular cadence.
Principal Duties and Responsibilities (in order of importance)
Manage two distinctly different functions/teams (QC/Coding) within the operation
Responsible for the team's performance in the overall setup process: expediting, & conducting the quality control & equipment setup for new merchant accounts.
Monitor the day to day performance of the work queues & the employees to ensure the team is on track & meeting established goals, and be kept abreast of the status of the workload at any time throughout the day.
Maintain oversight for the day-to-day operations and volumes in queue
Work with Sales Partners via email to successfully onboard a merchant by explaining policies and procedures as well as collecting additional documentation.
Follow up on pending accounts for additional documentation/information.
Perform various administrative tasks such as tracking daily stats, sales error reports, etc.
Must be able to work from an online queue environment and the ability to multi-task
Professionally communicate with colleagues using interpersonal skills that convey a sense of ownership
Own additional leadership tasks as prescribed by Senior Leadership
Core Competencies
Accuracy and attention to detail
Problem solving / critical thinking skills and ability to exercise independent judgment
Experience working in a fast paced environment under pressure and with high volume queues
Exercise sound judgement related to priority of work; able to shift directions as work load requires
Research and Analytical skills
Strong computer skills including use of multiple tools and applications
Excellent communication skills (verbal and in writing)
Strong attendance record of low absences and an ability to work longer days to manage case volumes is important
Ability to consistently adhere to prescribed policies and procedures
Knowledge and Experience
Strong knowledge of payment processing industry and related procedures and products
Preferred qualification includes college/university diploma/degree.
Minimum 3 years of experience in a financial services industry
Must be willing to work overnight, weekends & shifting schedules
JPMorgan Chase

Cebu
Permanent
Full-time