Merchant Services Solutions Centre Team Leader
Merchant Services Solutions Centre Team Leader
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1 Vacancy
Job Description
Chase Merchant Service Solutions a business unit within Corporate and Investment Bank (CIB) is a global leader in payment processing and merchant acquiring capable of authorizing transactions in over 130 currencies.
Job Description
A Chase Merchant Services Solutions Team Lead responsible for providing leadership assistance for our call center and/or back-office teams. This role is responsible for providing real-time support to our frontline specialists for any assistance needed to service our 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 opportunity.
Job Responsibilities
- Assisting frontline specialists with escalations and general support needs via assist queues and other means (i.e. chat email etc.)
- Monitoring queues specialist adherence and share service level updates
- Assisting with system access tickets
- Following outage procedures during on and off hours
- Providing 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
- Coaching frontline specialists through various mediums (i.e. huddles reworks email new hire training)
- Assisting as subject matter expert and peer support during training and/or upskilling
- Handling special projects and tasks as assigned by Management
Required qualifications capabilities and skills
- Payments industry experience servicing merchants or relevant customer support experience either by phone or in person
- Background and experience in Merchant Services Enterprise Call Center (ECC) or related function required
- Must be willing to work in an environment that requires 100% phone-based customer interaction
- Proficiency with data tools (excel database) data visualization tools (PowerPoint Tableau) are strongly preferred
Preferred qualifications capabilities and skills
- Bilingual English/French is highly preferred
Work Schedule
- Must bewilling to work schedules during our operating hours which can include evenings weekends and holidays
Employment Type
Full-Time
