Work From Home Virtual Contact Center Team Leader – Baltimore, MD in Baltimore, MD in JPMorgan Chase
Job title: Work From Home Virtual Contact Center Team Leader - Baltimore, MD
Company: JPMorgan Chase
Job description: Job Description:
Full time work from home opportunity to lead and manage a dynamic highly motivated team of up to 18 specialists with all your technology equipment provided by Chase. The Team Lead will demonstrate a strong understanding of client success management and balance their focus on driving business results while offering options and finding solutions to motivate and support their team while helping our customers.
Job responsibilities:
Able to oversee a work from home team navigating multiple technologies to support a Call Center environment - Are very comfortable with leading and managing in a metrics-driven environment
Demonstrate resiliency and extreme adaptability in a fast-paced environment
Coach teams on how to approach problems logically and with good judgment to ensure the appropriate customer outcome - Empower teams to take ownership of each customer interaction while treating customers with respect and responding with empathy
Resolve customer escalations and document account activities thoroughly and concisely
Lead by example through demonstrating personal excellence including punctuality, integrity, and accountability
Approach and resolve problems logically and with good judgment to ensure the appropriate customer outcome is taken by the specialist - Encourage teams to think critically and exercise independent judgement
Make final decisions on behalf of our customers quickly and effectively when required - Enforce and abide by all applicable regulatory and department practices and procedures
Required qualifications, capabilities, and skills:
Home Location resides within approximately 15 miles radius of the Mondawmin Community Center, 2415 Liberty Heights Ave, Baltimore, MD, 21215
Safe and noise free work environment in your residence
High School diploma/GED required
Must be willing to work in an environment that requires 100% phone-based customer interaction
Minimum of 2 years customer interaction or customer support experience, either by phone or face-to-face
1+ years working in a call center position; certification and or training
Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment
Preferred qualifications, capabilities, and skills:
2+ years of management experience; demonstrated ability to develop, manage, coach, and motivate teams preferred
Work Schedule:
Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings, weekends, and holidays.
This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.
About Us:
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team: Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Expected salary:
Location: Baltimore, MD
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