French Bilingual/Account Supervisor (Team Lead)
Aumni
Job Description
At JPMorganChase you will have the chance to be part of an amazing development journey while contributing to support our customers needs.
Are you passionate about leading teams that are working with clients and solving problems for them? This is the role for you. As a Merchant Payments Solution Center Team Leader, you will be responsible for providing leadership assistance for our call center teams This role is responsible for providing real-time support to our frontline specialists for any assistance needed to service our merchants on payment processing, technical issues or general inquiries. In addition, this role partners and collaborates with the leadership team in executing various projects and initiatives to improve overall service to merchants, stakeholders, and our employees. The role will also provide immediate feedback to frontline specialists for any performance-related opportunities.
Job Responsibilities:
- Assist frontline specialists with escalations and general support needs via assist queues and other means (i.e. chat, email, etc.)
- Monitor queues, specialist adherence, and share service level updates
- Assist with system access tickets
- Follow outage procedures during on and off hours
- Provide assistance to Help Desk and Tech Support with incoming calls when call volume requires it and complete case review if needed from client follow-ups
- Coach frontline specialists through various mediums (i.e. huddles, reworks, email, new hire training)
- Conduct outbound call backs to merchants who have given negative survey feedback
- Assist as subject matter expert and peer support during training and/or upskilling
- Handle special projects and tasks as assigned by management
Required qualifications, capabilities and skills:
- Able to navigate multiple technologies while staying engaged with our merchants
- Demonstrate resiliency and extreme adaptability in a fast-paced environment
- Possess strong customer focus with the ability to have detailed conversations with our merchants
- Document customer account activities thoroughly and concisely
- Demonstrate personal excellence including punctuality, integrity, and accountability
- Approach problems logically and with good judgment to ensure the appropriate customer outcome
- Effectively prioritize work to ensure efficiency
- Abide by all applicable regulatory and department practices and procedures
- Have the ability to work independently and in a team environment
- Think critically and exercise independent judgement
- Bilingual English/French
Preferred qualifications, capabilities and skills
- Payments industry experience servicing merchants or relevant customer support experience, either by phone or in person
- Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau)
Work Schedule
- Must be willing to work in the office minimum of three days per week
- Must be willing to work during our operating hours, which includes bank holidays as required
About Us
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.