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Team Leader - Claims IM Representment

Req #: 170028225
Location: Taguig City, 00, PH
Job Category: Customer Service
Job Description:
Company Overview
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at

The Recovery process plays a key role in contributing to the profitability of Chase and directly impact our bottom line by retaining valued customers and minimizing credit losses resulting from Fraud.

Specialists investigate cases for recovery opportunities. These opportunities are achieved through charge backs, working directly with merchants, merchant banks and other departments within the company and reviewing account activity with cardholders to identify save opportunities. This involves following Visa and MasterCard rules and regulations in processing transactions. Analysts also assess validity of fraud claims by reviewing all pertinent information to the case and analyzing customer transaction patterns or history. They also establish contact with card members, merchants and third parties for challenge or re-bill opportunities.

Each team member is responsible for achieving team and individual performance standards such as efficiency, customer connections, policy and procedure adherence, error free rate and variance.

To consistently improve the Recovery function and increase recovery rate, analysts likewise, make recommendations to management with regard to fraud trends, workflow, and strategy revisions. Across Fraud processes, adaptability and flexibility is desired up-skilling or cross-process training might be required based on business requirements.


We have opportunities for Team Leader in our Fraud Claims Disputes group.


Key Competencies

LEADERSHIP SKILLS: The individual should be able to engage, organize and inspire others to achieve common goals.

1. Lead and motivate teams effectively: Must be able to manage,coordinate and direct the daily operations of overtime - eligible staff members while maintaining overall team productivity to meet department goals.

2. Excellent Communication skills: Communicates with clarity of thought and purpose. Should be able to effectively compose clear, concise, and crisp messages to a variety of audiences and is able to articulate difficult messages in an effective/positive way.

3. Managing difficult conversations: Drives positive outcomes even when the message is difficult to deliver & is able to face the facts in an objective, responsible and honest manner.

4. Creative and Strategic Thinking: Demonstrates the ability to be creative, pragmatic, and engaged in making decisions and taking actions to drive an improved environment for employees.

RESULTS AND EXECUTION: Commits to a course of action and follows through on behalf of people, customers and profitability

1. Sets high standards: Executes effective objectives that are challenging yet realistic. Sets and achieves goals that tie into broader functional/firm goals in a fast-paced changing environment.

2. Demonstrates fortitude to get things done: Is disciplined and organized. Is able to effectively prioritize and reprioritize own work. Acts with a sense of urgency, adjusts quickly to change and demonstrates the ability to delegate effectively.

3. Coaching Skills: Consistently provide feedback/coaching to their team members to help enhance their overall performance on all metrics. Spends time on a daily basis coaching through different mediums (1on1, Side-by-side, offline coaching)

4. Developing others: Is able to invest in the future of their team members by developing them and thereby helping create strong bench strength for the future of the organization.


CULTURE, VALUES AND PARTNERSHIP: Creates lifelong relationships and inspires trust while achieving goals

1. Treat all people right and with respect: Respects everyone’s unique voice and differences and is actively seeking out opportunities to attract, hire and leverage diversity on team.

2. Deal with ambiguity: Has the skill to lead others through change with professionalism. Manage crisis situations effectively and efficiently

3. Work across boundaries: Is able to network effectively with colleagues. Collaborate with others to achieve common goals

4. Influence without authority: Negotiate to win/win outcomes & Influence others to work collaboratively on common goals

5. Employee satisfaction: Focus on creating a winning environment where employees are motivated to deliver superior customer service results.


with controls and risk discipline

1. Decision making skills: Has the ability to makes good decisions regarding employee issues and concerns. Provides advice & makes sound decisions based on a thorough assessment of the issues & outcomes.

2. Risk and Controls mindset: Wears the Risk and Controls hat to ensure employees know the policies and procedures that govern their work and duly adhere to it. Is able to identify key gaps/opportunities that could potentially pose as a threat/risk to our company and help remediate these issues effectively. Abides by all applicable regulatory requirements.

3. Do the right thing: Is able to maintain the highest standards of integrity by doing the right thing for our customers, our employees, our shareholders and all our partners.

4. Analytical skills: Manages by metrics and uses independent judgment to determine approvals related to complex business decisions. Demonstrates strong research skills and the ability to identify root cause issues and emerging patterns/trends within the business.


BUSINESS ACUMEN: Leads the business towards meeting organizational objectives.

1. Be a student of the business: Is looking for ways to evolve and learn about the overall business.

2. Positive impact on customer experience: Is able to effectively coach the team to consistently deliver superior customer service and continually make it easy for customers to do business with us.

3. Drive innovation and be bold: Generate ideas for continuous improvement and drive implementation of initiatives that promote productivity & quality

4. Manage Escalations and Complaints: Is able to effectively remediate escalations and complaints from customers and employees. Willing to help manage supervisor queues, when required.


JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer,



Minimum Qualifications

Minimum of 3 years of management experience strongly preferred (Internal or External)

Is willing to work in an environment that requires call center based customer interaction

High School Diploma or equivalent required, Bachelor’s Degree preferred

Can work a flexible work schedule as work schedules vary and could include a schedule that includes working in the evening and on the weekends

Proficient with MS office suite

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