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Company Name : JPMorgan Chase Bank, N.A.
Location : Mumbai, Maharashtra
Position : Fraud Supervisor CPG Inbound
Job Description : CCB| Fraud Supervisor -CPG Inbound| Grade: 502 The primary Responsibility of this individual would be to manage day to day operations for the function. This would involve managing a team of around 18 direct reports. It also involves close coordination and working with other enterprise operations sites to ensure business goals and objectives are met
Overview of the function
Customer Protection Group (CPG and EMOB) provides servicing for victims or potential victims of identity theft in both retail and card fraud. The team takes incoming calls or make outbound calls to customers and work cases or referrals for potential fraud applications or account takeover (ATO) scenarios. CPG includes Early Month on Books (EMOB) team which makes outbound calls to customers on consumer credit card accounts to confirm whether or not there is fraudulent applications, account takeover (ATO), or fraud present. CPG also plays a vital role is securing the online profile for our customers and securing all relationships to prevent further Account Takeover activities
As a Team Leader you will be responsible to manage performance and development for a team of 18 – 20 Specialists
Description for Internal Candidates
We’re looking for individuals with a passion for managing a team and the following skills:
Leadership Skills:
Develop and lead team of Specialists
Lead by example and coach on key behaviors to drive results
Responsible for performance management
Select and retain talent
Identify ways to support inclusion and diversity
Customer Focus
Resolve employee and escalated customer problems and inquires
Operates with urgency and meet deadlines
Communication Skills
Communicate both verbally and written
Ability to influence internal and external business partners
Relationship management
Problem Solving Skills
Ability to delegate tasks
Conflict resolution skills
Prioritize diverse workloads
Analytical Skills
Participates in execution of strategy
Specialized functional or technical knowledge that allows for independent thought and action on important department activities
Required to abide by all applicable regulatory and department practices and procedures
Drive risk and control initiatives
Computer Skills
Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
Fluency in Windows Operating Systems and Microsoft Office tools
Work schedules vary and could include a schedule that includes working in the evening and on the weekend.
Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They’re able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.
Qualifications:
Minimum of two years of team management experience in voice operations required
Must be willing to work in an environment that requires phone-based customer interaction
Advanced proficiency with computer functions with MS Office Suite strongly preferred
High School Diploma or equivalent required, Bachelor’s degree preferred
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
This post is listed Under Mumbai jobs
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