Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. A Process & Integration Stabilization - Training Subject Matter Expert is responsible for supporting the training and development of our call center specialists

As a Merchant Services Training - Account Manager I within Merchant Services, you will be responsible for providing procedural and business lead training and upskilling to our frontline specialists. In addition, this role will partner and collaborate with the leadership team and our learning and development team in executing various projects and initiatives to improve overall learning experience, job aids and resources.  The role will also provide backup support to provide real-time assistance to our frontline specialists to service customers.

Job Responsibilities

Assist as subject matter expert and peer support during training and/or upskilling Assist with RSAM/Access Management Group/EURC tickets for system access. Answer procedural questions. Conduct up-training sessions and prepare training materials as needed. Participate in calibration sessions. Monitor specialist calls to coach new hires on call quality Gather and input data correctly. Maintain accuracy in policies, procedures, training content and activities. Ensure that Call Matrix is updated as soon as Upskilling is completed. Take active role in promoting the Customer Engagement Call Framework. Collaborate with workforce management on the upskilling schedules and take active role in preparing the team for the said upskilling. Review and approve evergreen and chase answer certification.

Required qualifications, capabilities, and skills

Strong knowledge of the process and procedures and proficient in the systems and applications Demonstrate resiliency, flexibility and adaptability in a fast-paced environment Demonstrates personal excellence including punctuality, integrity, and accountability Approach problems logically and with good judgment to ensure the appropriate outcome Effectively prioritize work to ensure efficiency Required to abide by all applicable regulatory and department practices and procedures Have the ability to work independently and in a team environment Think critically and exercise independent judgement Must have at least 1 year payments industry experience servicing US-based clients/merchants Background & experience in Merchant Services Enterprise Call Center or related function required Minimum of one year of customer interaction or customer support experience strongly preferred, either by phone or face to face

Preferred qualifications, capabilities, and skills

Proficiency with data tools (excel, database), data visualization tools (powerpoint, tableau) are strongly preferred

Internal Application Eligibility Requirements

TENURE: 

Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

Meets satisfactory performance standards as defined by the firm

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s HR Policies and Guidelines. 

Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or Line of Business specific guidelines.

Make sure your profile is updated in the new me@jpmc > Jobs.  Attaching your updated resume is encouraged. 

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.