Job Description

You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic Global Card Dispute Operations team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships. 

As an Account Manager I in JPMorgan Chase Global Card Dispute Operations, you will directly manage a group of Specialists who are responsible for engaging with our clients to offer options that provide appropriate solutions and/or processing the work associated with this function.  You will also be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, and managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and control guidelines within complex functions and processes, which will involve higher level decision making and empowerments. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. And you will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

Job responsibilities

Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards. Manage relationship with internal clients and external clients, anticipate needs, take feedback, run conference calls, facilitate client meetings Monitor and actively prioritize workloads for both chargeback and specialty manual processes Assist Specialists with escalations, and assist internal customers with questions and/or general support needs   Make informed business decisions using your independent judgement, skill set, experience, and subject matter expertise, in combination with documented policies and procedures, relationships with critical partners, expanded empowerments and increased authority levels, to enhance the performance of the department and business.   Identify and own end-to-end process improvement opportunities, which may include recommending solution(s), developing and maintaining training content, implementing changes, managing process/policy changes, and partnering with the change management leadership team as necessary.  Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations, while independently resolving escalations.   Demonstrate the firmwide Manager Capabilities, track your progress by regularly soliciting feedback and checking in with your team and manager on how you’re doing, and summarize your impact in your year-end Self-Evaluation. Conduct regular team meetings, 1:1s, and coaching sessions

Required qualifications, capabilities, and skills

Minimum 3 years of experience in a customer service team Minimum 2 years of management experience (directly managing staff) with strong people leader skills Must be willing to work in an environment that requires phone-based client interactions Strong verbal and written communication skills Influencing skills  Change management skills Prioritization skills  Data analysis skills  High School diploma/GED required

Preferred qualifications, capabilities, and skills

Previous financial industry experience   People management experience   2 years of experience in a call center environment Working knowledge of Visa/MasterCard operating rules and regulations pertaining to chargebacks   Work schedule

Work hours will vary within a fulltime, 40 hour per week schedule. You must be willing to work schedules during our operating hours, which may include evenings, weekends and holidays. Specific information will be provided by the recruiter. 

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

You will be required to attend training onsite, regardless of your work location. Your schedule and work location will be established based on business needs (e.g., working onsite, at your home office, or a combination of both).