International Consumer Manila – Account Supervisor Fraud Contact Center
Organisation Description
We are International Consumer – part of the JPMorgan Chase family. We are a leading provider of traditional and digital financial services worldwide. We operate like a start-up, embedded within a leading global financial institution. We are working together in powerful partnership to ethically disrupt the financial services market in the UK.
Our vision is to inspire and equip our customers to get more from their money, all from the palm of their hand, with our innovative and seamless mobile banking app, supported by our friendly and knowledgeable customer support team.
Our team is at the heart of building this new venture, focused on developing offerings that put the customer at the centre.
Posting description
As an Account Supervisor for Fraud Contact Center, you will be responsible for the development, managing, achieving and reporting key performance metrics of a team of Fraud specialists.
Job Responsibilities
- Lead and supervise a team of Fraud Analysts, providing guidance, support, and training as needed.
- Collaborate with other departments to optimize fraud prevention processes related to dispute claims.
- Investigate and resolve escalated fraud cases promptly and effectively.
- Implement and enhance fraud detection methodologies
- Support specialists as they service customers through various channels that include telephony, chat and cases on the following areas:
- Resolving general account maintenance/management concerns, which includes disputes/claims, processing and managing payments.
- Handling fraud-related work that include, but not limited to, reviewing new customer onboarding, payment/transaction profiling, claims processing, fraud losses recovery, etc.
- Capturing and resolving complaints.
- Regularly conduct staff meetings, individual coaching conversations and reviews;
- Forecast and manage team performance;
- Handle customer escalations and complaints in a professional and efficient manner
- Recommend system and/or process modifications for improvement
- Participate local and division projects/initiatives/workstreams that are aimed delivering business and people priorities.
- Plan and execute daily/weekly/monthly supervisory and administrative tasks to completion
- Manage employee and team performance by coaching to behaviors that impact key performance indicators
- Provide support to employees by answering different types of queries and addressing other concerns as it relates to our business and the firms policies and procedures
- Participate in the firms Talent Management Strategy through internal and local discussions with Division Leads on Talent Identification and Reviews.
- Drive and embody our firms practices on Diversity, Equity, and Inclusion
- Resolve employee and escalated customer problems and inquires; Operates with urgency and meet deadlines
- Participate and lead local risk and control efforts and activities
- Managing work schedules and overtime hours for the team, making sure that all shifts are covered
- Monitoring call center activity to identify opportunities for improvement or resolve problems in real time
- Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations
- Serve as a daily point of contact and resource for team members, providing coaching, mentorship, and support
- Analyze data to identify trends and recommend process improvements
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Escalate any appropriate problems according to the business` escalation process
- Provide motivational support to team members to maintain high morale and productivity
- Active engagement on initiatives / projects focused on driving positive improvement on performance of the site or function being supported.
Capabilities and Skills expected of the role:
- Able to provide and set clear direction to the team
- Drive performance through different operational practices and working with teams
- Utilizes techniques in empowering the team to drive engagement and performance
- Ability to use different coaching styles and practices to drive performance
- Apply performance management where necessary in driving results
- Fosters and drives a culture of feedback and development
- Applies change management to drive and cope with business shifts and changes
- Uses critical and analytical thinking in decision making
- Able to drive process improvement
- Applies Risk Management and Controls
- Skills in building teams including, prioritization of diversity, equity, and inclusion
- Able provide guidance on conversations around career development
Qualifications:
- 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 centre experience, and a minimum of 1 year banking/financial experience.
- Minimum 2 years people leadership or Team management experience supporting the Fraud Operations and Customer Service function. (Preferred)
- Digitally savvy across different medians
- Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools.
- Fluency in Windows Operations Systems and Microsoft Office tools.
- Excellent written and verbal communication skills
- Strong problem solving skills
- Ability to approach problems logically
- Strong customer service focus
- Demonstrate personal ownership of tasks and follow through to get desired results.
- TENURE:
- Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
- Meets satisfactory performance standards as defined by the firm
You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in the Employment of Relatives and Employees in Personal Relationships Policy.
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s Human Resource Policies and Guidelines.
Consult your Manager for any specific guidelines for your line of business or if you’re unsure about your eligibility for an internal application.
Make sure your profile is updated in the new me@jpmc > Hiring and discuss internal mobility plans with your Manager at the soonest time possible. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.
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