Account Supervisor - Fraud & Customer Protection Services

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 team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.

As an Account Supervisor in JPMorgan Chase, you will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. 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
• Make informed business decisions using your skill set, subject matter expertise, documented policies and procedures, empowerments and relationships
• Identify process improvement opportunities, recommend solution(s), contribute to process/policy change led by change management leadership team, and implement changes
• Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations
• 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.
• 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.

Required qualifications, capabilities, and skills

• Minimum 3 years customer service experience
• Verbal and written communication skills
• Influencing skills
• Change implementation skills
• Prioritization skills
• Data analysis skills
• High School diploma/GED required

Preferred qualifications, capabilities, and skills

• Previous financial industry experience preferred
• 2+ years in a call center environment
• Bilingual in Spanish

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).

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans