cib wpo card ops - disputes Account Manager iJPMorgan Chase

Job Description : Chase Merchant Services, a business unit within Corporate and Investment Banking, is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. The company's proprietar Job Description : Chase Merchant Services, a business unit within Corporate and Investment 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. Position Summary Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Chase Merchant Services Chargeback Operations Account Manager is is responsible for leading a team of Chargeback Specialists. This role is responsible for leading a team of Chase Dispute Merchant Services Specialists. In addition, partnering and collaborating with the leadership team, Oversight & Controls Quality (OCQ), Learning & Development, Product,and Technology managers to supervise the service operation and effectively lead agents in providing excellent and efficient service to our merchants. This role is also responsible for interacting, educating and supporting Relationship Managers and their clients delivering superior service and quality using all. This position will have responsibility for: Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Team Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities. Principal Duties and Responsibilities (in order of importance) People and resource management (e.g. people development, attrition, pipeline/skills monitoring, training programs) for the team. Maintain effective and standard operational processes Improving and maintaining a controlled environment (e.g. necessary control activities along with process flow implemented, appropriate control tools in place, team members fully understand risks and related controls) Manage relationship with internal clients and external clients, anticipate needs, take feedback, run conference calls, facilitate in person client meetings Monitor Dispute Merchant Services Specialists activities, including attendance and timeliness, phone usage, call quality, and ongoing training and development. Assist Dispute Merchant Services Specialists with escalations, and assist internal customers with questions and/or general support needs. Monitor and actively prioritize workloads for both chargeback and specialty manual processes Take responsibility for the quality of work submitted and ensure that the highest standards are maintained. Identify/ manage risk and control breakdowns. Manage the performance management cycle- Objective setting, development and career planning, performance appraisal and reward & recognition. Conduct regular team meetings, 1:1s, and coaching sessions. Improve the departmental competency rating via use of staff training and the skills matrix. Develop and maintain written procedures and training materials as necessary. Manage projects and conduct User Acceptance Testing for enhancements to current systems or migration to new system. Ownership of internal communication and status updates Ensure deal deliverables are met and hold owners accountable by managing implementation issues, escalations and error resolution Demonstrate creative problem solving and solid judgment/decision making Exhibit adherence to policy and procedures and meet or exceed established Service Level Agreements Diligent awareness of risks in our processes in a timely manner Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure Merchant Services is represented and to maintain procedural flow that functions homogeneously for all groups. Facilitate RCSA annual testing and SOP/Job Aide review for Merchant Services utilizing knowledge of processes, products and policies. Lead or Co-Lead Department Action Plans and remediation efforts for any identified gaps and areas of focus. Core Competencies Advanced analytical skills with the ability to adapt quickly to change Knowledge of computer software systems such as Microsoft Office, includingusing and creating spreadsheets and databases. Critical thinking, problem solving, and interpersonal skills. Ability to influence employee morale. Must be ableto multi-task and be self-directed. In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience. Excellent verbal and written communication skills Ability to provide professional and interpersonal communication when interacting with others Qualifications Minimum of 3years of team management experience, preferably servicing customers in the Chargeback/Disputes line of work Must be willing to work in an environment that requires phone based customer interactions Strong working knowledge of payment processing industry, Visa/MasterCard/Discover/JCB operating rules and regulations pertaining to Chargebacks preferred Has strong knowledge on Data Management and Visualization Must be willing to work overnight & shifting schedules
Monster

Cebu City, Cebu
Permanent
Full-time