Chase Merchant Services, a global leader in payment processing and merchant acquiring, fuels the success of the Internet's largest brands by processing over 50% of all Internet transactions. Our unique combination of outstanding service, innovative solutions, and financial strength offers solid benefits to companies of all sizes. Our Merchant Support Group plays a crucial role in delivering top-notch service to our merchants, helping today's small and emerging businesses become tomorrow's industry leaders.
As a Merchant Services - Account Manager I within Chase Merchant Services, you will be integral in delivering the best service to our merchants. You will lead a voice or non-voice team of Senior Specialists, partnering with various departments to supervise the service operation and provide excellent and efficient service. This role offers the opportunity to interact, educate, and support Relationship Managers and their clients, delivering superior service and quality. Your responsibilities will include delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for your respective teams. You will also be involved in employee coaching & training, performance feedback, and employee development as part of your day-to-day responsibilities.
Job Responsibilities
• Monitor Chase Advanced Support Associates and Specialists activities and key performance indicators.
• Coach and develop Advanced Support Associates and Specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results.
• Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency.
• Effectively leverage resources to monitor case aging, call-type patterns and isolate developing trends, identifying opportunities for procedural changes within Advanced Support along with other departments, to increase productivity.
• Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure Advanced Support is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed.
• Assist the Workforce Management group as warranted to coordinate employee scheduling and monitor daily schedule adherence.
• Assist with escalations and assist internal customers with questions and/or general support needs.
Required Qualifications, Skills and Capabilities Minimum of 3 years customer service experience Minimum of 2 years of management experience (directly managing staff) Must be willing to work in an environment that requires phone based customer interactions Must be willing to work overnight & shifting schedules Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations Advanced analytical skills with the ability to adapt quickly to change Critical thinking, problem solving, and interpersonal skills.
