CIB Merchant Services Call Center Team Lead

Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. A Chase Merchant Service Account Specialist IV – Team Lead is responsible for providing leadership assistance for our call center and/or back-office teams. This role is responsible for providing real-time support to our frontline specialists for any assistance needed to service our merchants. 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 opportunity.

Principal Duties and Responsibilities (in order of importance)

• 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)
• Assist as subject matter expert and peer support during training and/or upskilling
• Handle special projects and tasks as assigned by Management

Core Competencies:

• 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
• Take ownership of each merchant interaction while treating them with respect and responding with empathy
• 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
• Make appropriate decisions on behalf of our merchants quickly and effectively
• 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

Knowledge and Experience

• Payments industry experience servicing merchants or relevant customer support experience, either by phone or in person
• Background and experience in Merchant Services Enterprise Call Center (ECC) or related function required
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau) are strongly preferred
• Bilingual English/French is highly preferred

Work Schedule

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