cib wpo card ops - wepay fraud Account Manager iJPMorgan Chase

Job Description : WePay's mission is to make commerce seamless. Our products help software companies integrate payments into their applications - thereby empowering small businesses and individuals to get paid easily and quickly using their go-to ap Job Description : WePay's mission is to make commerce seamless. Our products help software companies integrate payments into their applications - thereby empowering small businesses and individuals to get paid easily and quickly using their go-to apps and software. Our customers include BigCommerce, TouchBistro, Meetup and Freshbooks, just to name a few. By joining forces with JPMorgan Chase, a global financial services firm with over $2.5 trillion in assets that serves millions of customers worldwide, WePay is now able to connect our customers seamlessly into a range of banking services beyond payments. WePay is a unique place to work and offers the best of both worlds. WePay has a FinTech startup culture that emphas transparency, collaboration and career growth, with the ability to work on small, nimble teams. However, now combined with the power of JPMorgan Chase, employees are also able to create change at scale and have an opportunity to truly disrupt and shape FinTech Position Summary WePay's mission is to empower small businesses through frictionless access to software and financial services. To make that vision a reality, we are looking for a driven and capable person to join us in our journey as the Associate Manager of Risk Operations. This person will be responsible for leading the Risk Operations team, managing day-to-day queues and operations, and ensuring initiatives and processes comply with applicable laws, regulations, and company policy. Our Risk Operations team is responsible for identifying fraudulent transactions and mitigating financial exposure due to credit risk. These are critical functions to keep the financial ecosystem safe and also meet our regulatory obligations as a financial institution. Principal Duties and Responsibilities (in order of importance) Monitor Fraud Merchant Services Specialists performance, including attendance and timeliness, phone usage, call quality, and ongoing training and development. Assist WePay Fraud Specialists with escalations, and assist internal customers with questions and/or general support needs. People and resource management (e.g. people development, attrition, pipeline/skills monitoring, training programs) for the team. 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 and actively manage queues & workloads Manage the performance management cycle- Objective setting, development and career planning, performance appraisal and reward & recognition. Develop and maintain written procedures and training materials as necessary. Ensure deal deliverables are met and hold owners accountable by managing implementation issues, escalations and error resolution 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 Prior leadership in fraud case management functions is a plus Experience in capacity planning is an advantage 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 five 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 5years customer service experience Minimum of 2 years of management experience (directly managing staff) Must be willing to work in an environment that requires phone-based customer interactions Strong working knowledge of payment processing industry, Previous Fraud experience preferred Must be willing to work overnight & shifting schedules
Monster

Cebu City, Cebu
Permanent
Full-time