Our Chase Merchant Services (CMS L2) Group is integral in our goal of delivering the best service to our merchants. CMS L2 plays a vital role in our Inbound/ Outbound Call Center. This center provides 24/7 support to our PC-Based POS merchants as well as those who use the Orbital Gateway, Online POS Terminal, Mobile Checkout, and Resource Online. In addition, CMS L2 will provide second level support by answering chat and e-mail inquiries from Specialists, other Merchant Services departments, and other teams throughout Chase. Support includes (but is not limited to) advanced troubleshooting of hardware and software, answering technical and policy questions, reviewing data in UTF and ISO specifications and troubleshooting network issues.
Monitor CMS L2/AMS Sr. Specialist IV activities and key performance indicators which include but are not limited to customer satisfaction, average handling time, quality productivity, and attendance.
Coach and develop Specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results.
Review of daily productivity metrics, managing call and email volume across multiple sites to optimize efficiency.
Identify and provide recommendations for resolution to process gaps, designing and implementing changes to the department as new products are implemented and/or legal or regulatory requirements require.
Constant focus on customer service and all process flows that lead to delivering best in class service. Monitor customer escalations and address any process gaps identified as impactful to the customer.
Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency.
Effectively leverage resources to monitor case aging, call-type patterns and isolate developing trends, identifying opportunities for procedural changes within CMS L 2along with other departments, to increase productivity.
Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure CMS L2 is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed.
Assist the Workforce Management group as warranted to coordinate employee scheduling and monitor daily schedule adherence.
Assist with escalations and assist internal customers with questions and/or general support needs.
Participate in all hiring and Performance Management activities pertaining to the team.
Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents.
Handle special projects and tasks as assigned by leadership.
Advanced analytical skills with the ability to adapt quickly to change
Excellent verbal and written communication skills
Proven ability to lead, coach, and mentor at all position levels. Ability to consistently maintain high performance level especially in stressful situations. Deals with setbacks and change by being resilient and flexible.
Strong communication skills to partner with product, developers, account executives, and technical teams across global locations
An understanding of quality and process improvement
Ability to work in a highly energetic global environment showing ability to quickly overcome technical challenges and respond appropriately
Good team player, gets along well with others and able to work with people of different skill levels
Critical thinking, problem solving, and interpersonal skills.
In lieu of degree, may have relevant work experience, preferably servicing customers in a technical environment. Typically will have three years or more of customer service experience.
Aptitude to identify, articulate, own and escalate issues as they occur in a production environment
Experience in working on projects with demanding timelines
Required qualifications, capabilities, and skills
Minimum of 3-5 years customer service experience, preferably servicing customers in a technical support environment
Minimum of 2-5 years of management experience (directly managing staff)
Must be willing to work in an environment that requires phone based customer interactions
Must be willing to work overnight, weekends & shifting schedules
Advanced knowledge of technical fundamentals and utilization of logical thought processes used in troubleshooting.
Advanced working knowledge of computer software systems including Windows and Mac.
Strong command of common office applications such as Microsoft Excel, Access, Word and Internet Explorer.
Advanced working knowledge of Android and iOS phone systems
Strong understanding of connectivity concepts: Dial, TCP/IP, Frame Relay, HTTP/XML.
Preferred qualifications, capabilities, and skills:
Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations, and point of sale equipment is preferred
Advanced knowledge of point-of-sale hardware and software platforms a plus
Working knowledge of host message formats (UTF and ISO) and the tools used to troubleshoot message format problems is a plus
Knowledge of IP communications network and VAR setup a plus
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