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JPMorgan Chase CIB - Operations Team Leader in Phoenix, Arizona

JPMorgan Chase's Receivable Operations division supports lockbox services delivered to wholesale (corporate), public sector state government, and Federal government clients. JPMorgan Chase's Receivable Operations Services enables customers to accept traditional paper-based payments from clients by capturing the information with efficient technology services and transferring it to an output file for accounts receivable updating. The main objective is to expedite the collection of payments due by getting the check that's "in the mail" deposited into the biller's account as quickly as possible. A second objective is to expedite the posting of payment information, allowing the customer to update their account records. This can substantially reduce costs and expedite the crediting of deposits to accounts, which provides high customer satisfaction and a rewarding service. Our strategic focus is to deliver an extraordinary level of service and quality to our customer while leveraging the firm's operations and technology infrastructure.

The Team Leader will be responsible for overseeing and coordinating the day to day of workflow. Specific responsibilities will include, but are not limited to the following:

  • Ensuring workload is completed as outlined in departmental procedures and policies

  • Maintaining focus on customer service and quality

  • Meeting and exceeding service level agreements

  • Understanding portfolio and tools used to support client processing requirements

  • Providing training to new and existing employees

  • Assisting with motivating staff and influencing positive morale

  • Interfacing with other operations departments to research and resolve inquiries

  • Making routine decisions and determining proper courses of action within the limits of standard policies and procedures

  • Researching and resolving customer problems

  • Preparing communications for internal and external responses to client inquiries

  • Participating in evaluations, coaching, and counseling sessions of front line associates

  • Participating on projects aimed at enhancing the customer experience as identified through escalation matters

  • Performing other duties as assigned

  • Remittance Processing experience with proven ability to effectively lead a team preferred

  • Ability to analyze and comprehend client’s standard operating procedures and instructions

  • Production environment focus around meeting deadlines and quotas

  • Keen sense of quality control and practices

  • Proven ability to lead in a production/operations environment

  • Strong written and verbal communication skills

  • Excellent organizational skills

  • Solid judgment and reasoning skills

  • Functional experience with MS Office, including Word, Excel, Access, and PowerPoint

  • Flexibility and willingness to learn and be utilized in all areas of operation

  • Open minded with a positive attitude

  • Ability to effectively interact with all diverse groups within the organization

  • Strong adherence to RISK prevention

  • Physical requirements: Sitting – up to 95% of the time, Standing – up to 95% of the time, Lifting – up to 90% of the time and up to 50 pounds, Walking – up to 95% of the time

  • To be considered for this role, you may be required to complete a video interview powered by HireVue

Work schedule: Monday - Friday / 6am - 2:30pm

A Government Security Clearance may be required for this position. This includes, but is not limited to:

  • Fingerprints

  • Credit Check

  • Employment History

  • Tax Filing History (possibly)

  • References (possibly)

  • Proof of U.S. Legal Permanent Residence up to 7 years

This position may require you to work non-traditional hours and/or additional hours as business needs arise.

JPMorgan Chase offers an exceptional benefits program and a highly competitive compensation package.

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.