Position Overview: The Supervisor will be assisting in the day-to-day operations of the department contributing to the successful achievement of the team’s goals and objectives. Responsibilities include handling complex chargeback cases, acting as a first level contact for escalations, and the monitoring of call & case workflows to meet service level/performance targets. The candidate will assist management in various sundry activities which include but are not limited to reporting, quality assurance, procedural development, and continuous learning and improvement activities. Position: Supervisor - Joint Recovery Processing (JRP) Position Status: Full Time – Work from Office Hours of Work: Business hours Department: PCB Back Office Risk Operations Salary: Responsibilities: • Support the accomplishment of all contracted service level targets/agreements. • Manage monthly and ad-hoc agent coaching and feedback. • Assist in daily, weekly, and monthly quality assurance activities. • Provides day to day support to the team and handle first level escalations as they arise or are assigned. • Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes. • Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management. • Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles. • Oversee and aid in new hire training and onboarding. • Contribute to continuous learning activities promoting knowledge and skill development within the team. • Assist in keeping all team members informed and up to date about all relevant and useful information. • Act as a subject matter expert on projects/initiatives • Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team. • Maintain relationships with internal and external clients. • Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes. Requirements: • People Management required. • 4-7 years’ experience in the financial industry • 4-7 years’ experience in Dispute/Chargebacks Handling preferred. • Strong Customer Focus/Orientation • Professional written and verbal communication skills • Strong Active listening and negotiation skills • Detail-oriented and ability to multi-task • Strong organizational and time management skills • Strong Decision-making skills and able to exercise sound judgment. • Highly motivated with ability to work independently in a fast-paced environment. • Flexible, reliable, conscientious, and able to follow directions. • Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams. • Previous experience with TS2 and TCS applications is an asset.