Account Manager I - Merchant Disputes Phones (Commercial & Investment Banking)
JPMorganChase
Job Summary:
A Merchant Disputes Account Manager manages the performance of 10-15 employees. In addition, the Merchant Disputes Managers partners and collaborates with the Leadership team. The Account manager also is responsible with the Quality performance of the team and function, provides guidance when it comes to Learning and Development of the employees, and also partners with our stakeholders such as Product and Technology teams to supervise the business operations. The Account Manager will also be the resolver for any escalation pertaining to the delivery of work by any of our specialists in the function. This role is also responsible for interacting, educating and supporting Relationship Managers and their clients delivering superior service and quality using all.
As a Merchant Disputes Account Manager within the Merchant Disputes team, you are responsible for leading a team of Merchant Disputes Specialists. Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Account Manager responsibilities include employee coaching & training, performance feedback, employee development, daily productivity management as part of their day-to-day responsibilities.
Job Responsibilities:
- Manage people and resource development, including training programs, attrition, and skills monitoring for the team.
- Maintain a controlled environment by implementing necessary control activities, tools, and ensuring team understanding of risks and controls.
- Build and manage relationships with internal and external clients, anticipate needs, gather feedback, and lead meetings with stakeholders.
- Monitor Dispute Merchant Services Specialists' activities, including attendance, phone usage, call quality, and ongoing training.
- Assist team members and internal customers with escalations, questions, and general support needs.
- Prioritize and monitor workloads for chargeback and specialty manual processes to ensure timely completion.
- Ensure the quality of work meets the highest standards and take responsibility of deliverables.
- Oversee the performance management cycle, including objective setting, career planning, appraisals, and recognition.
- Conduct regular team meetings, one-on-ones, and coaching sessions to support development.
- Facilitate RCSA annual testing, SOP/Job Aid reviews, and lead or co-lead department action plans and remediation efforts.
- Own internal communication and status updates, manage implementation issues, escalations, and error resolution to meet deal deliverables.
Required Qualifications, capabilities, and skills:
- Minimum of 2 years of team management experience,
- Critical Thinking, Problem Solving, and excellent interpersonal skills
- Excellent in both written and verbal communication skills
- Intermediate to advanced analytical skills and has strong knowledge of business applications such as Microsoft Office (excel, database)
- Intermediate to advanced data visualization skills (Tableau, SharePoint, PowerPoint)
Preferred Qualifications, capabilities, and skills:
- Preferably servicing customers in the Chargeback/Disputes line of work as a Team Manager
- Project Management Skills
- Trained on Business Change Management
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Financial and/or Data Analytics background
All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Lead a team of Merchant Disputes Specialists and oversee Merchant Services Operations