Team Manager - Merchant Services - Fraud Operations - Cebu

Team Manager - Merchant Services - Fraud Operations - Cebu


Business Description

Chase Merchant Services, a business unit within Consumer and Commercial Banking, is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing. With a legacy of innovation and vision in electronic payments, Chase promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions. Offering secure payment solutions, improving cash-flow management, mitigating risk and accelerating funding - Chase 's consultative approach helps today's small and emerging businesses become tomorrow's industry leaders. On the Internet or at the point of sale, Chase Merchant Services unique combination of outstanding service, innovative solutions and financial strength offers solid benefits to companies both large and small.

Duties and Responsibilities

  • Monitor Fraud Merchant Services Specialists performance, including attendance and timeliness, phone usage, call quality, and ongoing training and development.

  • Assist Fraud Merchant Services Specialists with escalations, and assist internal customers with questions and/or general support needs.

  • People and resource management (e.g. people development, attrition, pipeline/skills monitoring, training programs) for the team.
  • Improving and maintaining a controlled environment (e.g. necessary control activities along with process flow implemented, appropriate control tools in place, team members fully understand risks and related controls)

  • Manage relationship with internal clients and external clients, anticipate needs, take feedback, run conference calls, facilitate in person client meetings

  • Monitor and actively manage queues & workloads

  • Manage the performance management cycle- Objective setting, development and career planning, performance appraisal and reward & recognition.

  • Develop and maintain written procedures and training materials as necessary.

  • Ensure deal deliverables are met and hold owners accountable by managing implementation issues, escalations and error resolution

  • Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure Merchant Services is represented and to maintain procedural flow that functions homogeneously for all groups.

  • Facilitate RCSA annual testing and SOP/Job Aide review for Merchant Services utilizing knowledge of processes, products and policies. Lead or Co-Lead Department Action Plans and remediation efforts for any identified gaps and areas of focus.

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran

Core Competencies
  • Prior leadership in fraud case management functions is a plus
  • Advanced analytical skills with the ability to adapt quickly to change
  • Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases.
  • Critical thinking, problem solving, and interpersonal skills.
  • Ability to influence employee morale.
  • Must be able to multi-task and be self-directed.
  • In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience.
  • Excellent verbal and written communication skills
  • Ability to provide professional and interpersonal communication when interacting with others


  • Minimum of 5 years customer service experience

  • Minimum of 2 years of management experience (directly managing staff)

  • Must be willing to work in an environment that requires phone based customer interactions

  • Strong working knowledge of payment processing industry

  • Previous Fraud experience preferred

  • Must be willing to work overnight & shifting schedules

Experience Requirements: 
Not requirements
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