About the Role
Title: Call Center Account Supervisor
(Bilingual English and Spanish Required)
Location: Glendale United States
Job Description:
JobID: 210591457
Category: Account Service
JobSchedule: Full time
Posted Date: 2025-01-27T19:31:33+00:00
JobShift:
:Seize this full-time remote opportunity to lead a dynamic team of up to 18 specialists at JPMorgan Chase & Co. We provide all necessary technology, offer a competitive salary with a wide range of benefits, and foster professional growth. We also value diversity, integrity, and teamwork.
As an Account Supervisor in the Operations Satellite Call Center team, you will exhibit a profound understanding of client success management. Your role will involve promoting business results, providing solutions, and motivating your team, all while ensuring customer satisfaction.
Job responsibilities:
- Oversee a work-from-home team navigating multiple technologies to support a Call Center environment.
- Lead and manage comfortably in a metrics-promoted 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 judgment.
- 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 must reside within approximately 10 miles radius of the JPMC Camelback and 59th Ave Branch 5740 W Camelback Rd, Glendale, AZ 85301
- 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 plus 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
- 5 plus years of direct management experience; demonstrated ability to develop, manage, coach, and motivate teams
- Reading and speaking in both Spanish and English fluently is required for this role
Preferred qualifications, capabilities, and skills:
- Bachelor’s Degree Preferred
- Experienced in Retail Credit Card servicing