International Consumer Banking

JOB DESCRIPTION

Join Chase, a part of the JPMorgan Chase family, a global leader in traditional and digital financial services. We operate with a start-up mentality within a leading financial institution, aiming to ethically disrupt the UK financial services market. Our goal is to empower our customers with our innovative mobile banking app, backed by a supportive customer service team. Our team is dedicated to creating customer-centric offerings in this exciting new venture.

As an Account Supervisor within our International Consumer Business, you will play a pivotal role in managing and developing a team of specialists. You will have the opportunity to shape customer experiences through various channels, promote team performance, and contribute to our Talent Management Strategy. Your role will involve handling customer escalations professionally, participating in projects that deliver business and people priorities, and identifying opportunities for operational efficiency. This role offers the chance to make a significant impact within a leading global financial institution.

Job Responsibilities:

• Support specialists as they service customers through various channels that include telephony, chat and cases in resolving general account maintenance/management concerns, which includes disputes/claims and complaints.
• Manage employee and team performance by coaching to behaviors that impact key performance indicators.
• Regularly conduct staff meetings, team member coaching conversations and reviews.
• Manage work schedules and overtime hours for the team, making sure that all shifts are covered.
• Participate in the firm's Talent Management Strategy through internal and local discussions with Division Leads on Talent Identification and Reviews.
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
• Handle customer escalations and complaints in a professional and efficient manner.
• Participate in local and division projects/initiatives/workstreams that are aimed at delivering business and people priorities.
• Analyze data to identify trends and recommend system and/or process improvements.
  Identify opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations.

Required qualifications, capabilities, and skills:

• Must be willing to work in rotating schedules and shifts
• Must be willing to work in an environment that supports customers on both phone, chat, cases and back office channels.
• Minimum 5 years of contact center experience, and a minimum of 1 year banking/financial experience.
• Minimum 2 years people leadership/team management experience supporting contact center operations

ABOUT US

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

ABOUT THE TEAM

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.