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 merchants.  In 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 updatesAssisting with system access ticketsFollowing outage procedures during on and off hoursProviding assistance to Help Desk and Tech Support with incoming calls when call volume requires it and complete case review if needed from client follow-upsCoaching 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 upskillingHandling 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 personBackground and experience in Merchant Services Enterprise Call Center (ECC) or related function requiredMust be willing to work in an environment that requires 100% phone-based customer interactionProficiency 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 be willing to work schedules during our operating hours, which can include evenings, weekends, and holidays