Satellite Call Center Account Supervisor (Bilingual English and Spanish Required)

AECOM; Tucson (AZ); Remote; USD 45,000 - 65,000; Full time

Job summary

Join a leading financial services firm as an Account Supervisor in a full-time remote role based in Tucson, Arizona. You will lead a dynamic team of specialists, focusing on customer success management and promoting positive business outcomes. This role requires strong management skills and the ability to adapt in a fast-paced environment, including proficiency in English and Spanish.

Benefits

Comprehensive Health Care Coverage

Retirement Savings Plan

Tuition Reimbursement

Mental Health Support

Financial Coaching

Qualifications

• 2+ years customer interaction experience required.
• 5+ years direct management experience preferred.
• Certification or training in call center operations is beneficial.

Responsibilities

• Lead a remote team in a Call Center environment.
• Ensure high levels of customer satisfaction and team performance.
• Resolve escalations and support team with decision-making.

Skills

Customer Interaction

Team Management

Problem-Solving

Bilingual (English/Spanish)

Adaptability

Education

High School Diploma/GED required

Bachelor's Degree Preferred

Job description

Seize this full-time remote opportunity to lead a dynamic team of up to 18 specialists at JPMorgan Chase & Co. We provide all necessary technology, offer a competitive salary with a wide range of benefits, and foster professional growth. We also value diversity, integrity, and teamwork.

As an Account Supervisor in the Operations Satellite Call Center, you will exhibit a profound understanding of client success management. Your role will involve promoting business results, providing solutions, and motivating your team, all while ensuring customer satisfaction.

**Job responsibilities:**

+ Oversee a work-from-home team navigating multiple technologies to support a Call Center environment.

+ Lead and manage comfortably in a metrics-promoted 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 judgment.

+ 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 must reside within approximately 30 miles radius of the JPMC Branch at 1818 S. 6th Avenue, Tucson, AZ 85713.

+ 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

+ 3 plus 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

+ 5 plus years of direct management experience; demonstrated ability to develop, manage, coach, and motivate teams

+ Reading and speaking in both Spanish and English fluently is required for this role

**Preferred qualifications, capabilities, and skills:**

+ Bachelor's Degree Preferred

+ Experienced in Retail Credit Card servicing

**Work Schedule:**

Work schedules will vary. Candidates must be willing to work schedules during our operating hours (6:00am to 12:00am EST), which include evenings, weekends, and holidays. This role is a work-from-home position, 5 days a week, and is located in Tucson, AZ only. It does not offer relocation assistance or immigration sponsorship.

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans