Commercial Card Fraud Prevention Operations Manager at JPMorgan Chase Bank, N.A. in Elgin, Illinois

Job Description:

Commercial Card Prevention is customer centric with a focus on qualitative customer interactions and service. This department is one of the points of contact when the customer believes there is potential billing error or unauthorized activity on their account.

Key Responsibilities:

The Operations Team Manager will supervise a staff of approximately 15 representatives. Responsibilities of the Operations Manager include, but are not limited to key point of contact for initiatives impacting the team; coaching and monitoring staff interactions with customers, merchant and clients, ensuring staff development, maintaining increasing both customer and employee satisfaction, managing to key performance metrics (service level, maintaining availability , accounts per hour, etc) and meeting business objectives.

The ideal candidate will have the ability to balance employee morale and motivation with meeting business objectives, including customer satisfaction and scorecard goals. The individual will be proactive at meeting the needs of the team, take ownership of projects, serve as mentor to staff and peers and contribute to a strong and focused culture. Must be organized, welcomes change and has an understanding of Disputes and Recovery processes.

Successful Operations Managers focus on the needs of our customers, clients and employees while ensuring that business needs are met. They are organized, flexible, adapt to change and a plus would be knowledge of Fraud / Disputes processes.

Qualifications:

• Requires people leadership experience of 5 years or more
• Prefer Commercial Card operations experience
• Experience in performing quality assurance reviews for staff;
• Proven ability to train, coach and motivate employees;
• Proven ability to evaluate and manage employee performance;
• Ability to manage multiple priorities and meet deadlines;
• Motivated, self starter and willingness to work a flexible schedule based on the needs of the business;
• Strong written and verbal communication skills
• Able to deliver/present messages up and down and adjusting the style appropriately
• Commitment to and demonstration of Chase Operating Principles;
• PC skills to include proficiency with Microsoft Word and Excel, Power Point

JPMorgan Chase & Co., 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. 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.

Equal Opportunity Employer/Disability/Veterans