Experienced Virtual Call Center Account Supervisor – Team Leadership and Customer Success Management in a Remote Environment

About Us

At JPMorgan Chase & Co., we're committed to creating a better world for our customers, communities, and employees. As a leading financial services firm, we help 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.

About the Role

We're seeking an experienced Virtual Call Center Account Supervisor to join our team in a full-time remote position. As a key member of our Operations Virtual Call Center, you'll have the opportunity to lead a dynamic team of up to 18 specialists and drive business results through exceptional customer success management. If you're a motivated and results-driven leader with a passion for customer service, we encourage you to apply.

Job Responsibilities

As an Account Supervisor in the Operations Virtual Call Center, you'll be responsible for:

• Overseeing a work-from-home team navigating multiple technologies to support a Call Center environment
• Comfortably leading and managing in a metrics-promoted environment
• Demonstrating resiliency and extreme adaptability in a fast-paced environment
• Coaching teams on how to approach problems logically and with good judgment to ensure the appropriate customer outcome
• Empowering teams to take ownership of each customer interaction while treating customers with respect and responding with empathy
• Resolving customer escalations and documenting account activities thoroughly and concisely
• Leading by example through demonstrating personal excellence, including punctuality, integrity, and accountability
• Approaching and resolving problems logically and with good judgment to ensure the appropriate customer outcome is taken by the specialist
• Encouraging teams to think critically and exercise independent judgment
• Making final decisions on behalf of our customers quickly and effectively when required
• Enforcing and abiding by all applicable regulatory and department practices and procedures

Required Qualifications, Capabilities, and Skills

To be successful in this role, you'll need:

• A High School diploma/GED
• A minimum of 2 years of customer interaction or customer support experience, either by phone or face-to-face
• 3+ years of working in a call center position, with 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+ years of direct management experience, with a demonstrated ability to develop, manage, coach, and motivate teams
• Bilingual fluency in Spanish
• A safe and noise-free work environment in your residence, located within approximately 30 miles of the JPMC Summerhill Community Center in Atlanta, GA

Preferred Qualifications, Capabilities, and Skills

We're looking for candidates with:

• A Bachelor's Degree
• Additional experience in customer service, leadership, or a related field
• Advanced computer skills, including proficiency in CRM software and other relevant tools
• Experience working in a metrics-promoted environment
• Knowledge of regulatory requirements and industry standards

Work Schedule

As a Virtual Call Center Account Supervisor, you'll be required to work a variety of schedules, including evenings, weekends, and holidays. You must be willing to work during our operating hours (6:00am to 12:00am) and be available to attend training sessions as scheduled.

Compensation and Benefits

We offer a competitive total rewards package, including a base salary, discretionary incentive compensation, and a range of benefits and programs to meet employee needs. 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.

Why Join Our Team?

At JPMorgan Chase & Co., we're committed to creating a diverse and inclusive workplace where our employees can grow and thrive. We're 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.

How to Apply

If you're a motivated and results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your application today and join our team in creating a better world for our customers, communities, and employees.