Job Description

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This is a full time work from home opportunity to lead and manage a dynamic highly motivated team of up to 18 specialists with all your technology equipment provided by Chase.

When you join JPMorgan Chase & Co., we'll:

• Provide all technology and equipment needed to successfully perform your position at home
• Offer a competitive base salary and a wide range of benefits including paid time off, savings programs, health care, insurance plans, tuition assistance, and more
• Provide opportunities for professional growth and advancement
• Provide on the job training, including industry leading benefits
• Respect and value diversity, integrity, and teamwork

As the Account Supervisor(Team Leader) in the Operations Virtual Call Center, you will demonstrate a strong understanding of client success management and balance their focus on driving business results while offering options and finding solutions to motivate and support their team while helping our customers.

Job responsibilities:

• Able to oversee a work from home team navigating multiple technologies to support a Call Center environment - Are very comfortable with leading and managing in a metrics-driven environment
• Demonstrate resiliency and extreme adaptability in a fast-paced environment
• Coach teams on how to approach problems logically and with good judgment to ensure the appropriate customer outcome - Empower teams to take ownership of each customer interaction while treating customers with respect and responding with empathy
• Resolve customer escalations and document account activities thoroughly and concisely
• Lead by example through demonstrating personal excellence including punctuality, integrity, and accountability
• Approach and resolve problems logically and with good judgment to ensure the appropriate customer outcome is taken by the specialist - Encourage teams to think critically and exercise independent judgement
• Make final decisions on behalf of our customers quickly and effectively when required - Enforce and abide by all applicable regulatory and department practices and procedures

Required qualifications, capabilities, and skills:

• Home Location resides within approximately 15 miles radius of the JPMC Mondawmin Community Center , 2415 Liberty Heights Ave, Baltimore, MD, 21215
• Safe and noise free work environment in your residence
• High School diploma/GED required
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Minimum of 2 years customer interaction or customer support experience, either by phone or face-to-face
• 3+ years working in a call center position; certification and or training
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment

Preferred qualifications, capabilities, and skills:

• 5+ years of management experience; demonstrated ability to develop, manage, coach, and motivate teams preferred

Work Schedule:

Work schedules will vary. Candidates must be willing to work schedules during our operating hours (6:00am to 11:00pm), which include evenings, weekends, and holidays.

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

ABOUT US

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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability 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.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

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