Merchant Services Training SME

JP Morgan

Location: Dorset

Job Type: Full time


Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Process & Integration Stabilization - Training SME is responsible for supporting the training and development of our call center specialists.

This role is responsible for providing procedural and business led training and upskilling to our frontline specialists. In addition, this role will partner and collaborate with the leadership team and our Learning and Development team in executing various projects and initiatives to improve the overall learning experience, internal procedures and resources. The role will also provide backup support to provide real-time assistance to our frontline specialists to service merchants.

Principal Duties and Responsibilities (in order of importance)

  • Assist as subject matter expert and peer support during training and/or upskilling
  • Assist with system access for new hires
  • Answer procedural questions
  • Conduct up-skilling training sessions
  • Prepare training materials
  • Participate in call calibration sessions
  • Monitor specialist calls to coach new hires on call quality
  • Maintain accuracy in policies, procedures, training content and activities
  • Take active role in promoting the Customer Engagement Call Framework
  • Collaborate with Workforce Management to schedule staff for training classes
  • Review and provide annual re-certification of procedures and training material

Core Competencies:

  • Ability to create or redesign training content to support business needs
  • Ability to facilitate training for business operations for class size of 10 or more learners
  • Resilient, flexible and adaptable in a fast-paced environment
  • Demonstrates personal excellence including punctuality, integrity, and accountability
  • Able to approach problems logically and with good judgment to ensure the appropriate outcome
  • Effectively prioritizes work to ensure efficiency
  • Adheres to all applicable regulatory and department practices and procedures
  • Ability to work independently and in a team environment
  • Think critically and exercise independent judgement

Knowledge and Experience

  • In person and virtual training facilitation experience (call center environment preferred)
  • Background and experience in payment operations industry or technical support functions preferred
  • Customer interaction or customer support experience strongly preferred, either by phone or face to face
  • Proficient with data tools (Excel, database) and data visualization tools (i.e. PowerPoint, tableau)
  • Excellent verbal, written and interpersonal communication skills required
  • Demonstrated to be highly self-motivated, able to prioritize multiple tasks in a proactive manner to meet deadlines, and display attention to detail
  • Bilingual English/French is highly preferred

Work Schedule

  • Must be willing to work schedules during our operating hours, which can include evenings, weekends, and holidays
  • Must be willing to work in office three days per week
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