CIB - Merchant Services - Call Center - Team Lead - Analyst

JP Morgan

Location: Dorset

Job Type: Full time


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 includes bank holidays
  • Must be willing to work in office three days per week
You’ve got this!