Join Chase, a part of the JPMorgan Chase family, a global leader in traditional and digital financial services. We operate with a start-up mentality within a leading financial institution, aiming to ethically disrupt the UK financial services market. Our goal is to empower our customers with our innovative mobile banking app, backed by a supportive customer service team. Our team is dedicated to creating customer-centric offerings in this exciting new venture.

As an Account Supervisor in our Fraud Contact Center, you will be at the forefront of managing and developing a team of Fraud specialists. You will be responsible for key performance metrics, fraud prevention processes, and handling customer escalations. This role provides an opportunity to enhance your leadership skills, work in a dynamic environment, and contribute significantly to our goal of becoming the UK's top bank and best workplace.

Job Responsibilities:

Lead and supervise a team of Fraud Analysts, offering guidance and training.Collaborate with departments to optimize fraud prevention processes.Investigate and resolve escalated fraud cases efficiently.Implement and enhance fraud detection methodologies.Support specialists in servicing customers across various channels.Conduct staff meetings, coaching sessions, and performance reviews.Forecast and manage team performance effectively.Handle customer escalations and complaints professionally.Recommend system and process improvements.Participate in projects to deliver business and people priorities.Plan and execute supervisory and administrative tasks.

Required qualifications, capabilities, and skills:

Minimum 5 years of contact center experience and a minimum of 1 year banking/financial experienceMinimum 2 years people leadership or Team management experience supporting Fraud Operations and Customer Service functionMust be willing to work in rotating schedules and shiftsMust be willing to work in an environment that supports customers on both phone, chat, cases and back office channels.Excellent written and verbal communication skills