1+ months

JPMorgan Chase & Co.
Indianapolis, IN 46204
  • Job Code

Call Center Team Leader

Job Description

Schedule is Mon-Fri , 9:30am - 6:00pm

Centralized Transaction Operations (CTO), which is aligned under CCB, provides a wide range of global operational support and services for retail, commercial ,treasury, asset wealth management and credit card customers. CTO has approximately 3,500 employees.

As an Operations Team Leader for the in-bound call center, you will oversee a unit of approximately fifteen to twenty analysts ensuring individual and unit standards are met. You will provide direction and guidance to analysts on account situations with regards to Information Subpoenas Restraining Notice (ISRN), Levies, and Court Orders, hold placement and release or payout instructions in accordance with local, state, and federal guidelines. You will also communicate any changes in policy/procedures, including Federal regulations and any legal/compliance issues as it relates to depository related account transactions.  


Other duties include tracking team/department performance and compliance, identifying, developing and recommending procedural and policy changes to meet standards, goals and cost efficiency, ensure standard procedures are followed to reduce exposure. Work with other areas within the Bank to mitigate losses and to communicate service levels. In addition complete regular performance evaluations on direct reports. May work on analysis projects or assist in developing projects. Must demonstrate excellent communication and customer relations' skills (verbal and written) along with creating a positive, professional and team oriented work environment.

You will handle exception items, resolve complex issues, coordinate and oversee departmental projects, document and introduce new procedures to your team. It will also be your responsibility to review and recommend system modifications for court order processing.

  • Requires minimum of 2 years related management experience or leadership experience as an acting Team Leader
  • Requires minimum of 2 years of customer service experience  
  • Prefer financial services operations and 1 year of call center experience.
  • Excellent communication and interpersonal skill
  • Ability to motivate, coach and develop employees for performance improvement 
  • Ability to follow complex methods and procedures in the service support of diverse subject matter and routine/non-routine tasks
  • Ability to plan and prioritize work load to meet deadlines
  • Adapts to change easily

  • Excellent organizational and time management skills
  • Courageous with making decisions for customer satisfaction 
  • High School degree accepted/bachelor degree preferred
  • Intermediate:
    â-ª Oral & written communication skills
    â-ª Problem solving skills                     
    â-ª MS Office skills
    â-ª Organizational skills
    â-ª Attention to detail 

Req #: 200001617
Location: Indianapolis, IN US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

Keyword: card%20services


Posted: 2020-01-16 Expires: 2020-03-04

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JPMorgan Chase & Co.
Indianapolis, IN 46204

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