French Bilingual/account Supervisor

2 months ago


Toronto, Canada J.P. Morgan Full time

At JPMorganChase you will have the chance to be part of an amazing development journey while contributing to support our customers needs.
Are you passionate about leading teams that are working with clients and solving problems for them? This is the role for you. As a Merchant Payments Solution Center Team Leader, you will be responsible for providing leadership assistance for our call center teams This role is responsible for providing real-time support to our frontline specialists for any assistance needed to service our merchants on payment processing, technical issues or general inquiries. 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 opportunities.

**Responsibilities**:
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
Conduct outbound call backs to merchants who have given negative survey feedback
Handle special projects and tasks as assigned by management
**Required qualifications, capabilities and skills**:
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
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
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
Bilingual English/French
Preferred qualifications, capabilities and skills
Payments industry experience servicing merchants or relevant customer support experience, either by phone or in person
Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau)
Work Schedule
Must be willing to work in the office minimum of three days per week
Must be willing to work during our operating hours, which includes bank holidays as required


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