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Team Leader - Commerce Solutions Chargebacks - Tampa FL

Req #: 170104109
Location: Tampa, FL, US
Job Category: Operations
Job Description:

Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what’s right and creating solutions that make lives better. Build your career on our strong foundation and help shape what’s next−for you and for us.


Chase, a leading provider of diverse financial services worldwide, is actively seeking service center team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction.


Successful candidates in this vital position are flexible and problem-solvers who enjoy helping employees assist customers to resolve their questions and concerns.  We have opportunities for Team Leaders in our Chargebacks group.


•Support Credit disputes

•Distribute work to overtime eligible employees, train and assist personnel as needed with dispute processing

•Handle emails and investigations, research and escalate system issues

•Provide manager support when he/she is absent or unavailable

•Assist and support the Specialist for the Managed Accounts relating to chargebacks and retrievals

•Handle all escalated calls from the chargeback team.

 

Our Chargebacks Team ensures our merchants receive superior support throughout the chargeback cycle by acting as an advocate on their behalf. We are looking for individuals with a passion for supporting a team with the following skills:


•Leadership Skills

•Develop team of Specialists

•Lead by example and coach on key behaviors to drive results

•Previous experience coaching against procedures and processes preferred

•Must be adaptable to change and supportive of management decisions

•Customer Focus

•Resolve employee and escalated customer problems and inquires

•Operates with urgency and meet deadlines

•Experience working in a high volume, fast paced environment with specific SLAs in place to meet customer/ client expectations

•Communication Skills

•Communicate both verbally and written

•Ability to influence internal and external business partners

•Relationship management

•Problem Solving Skills

•Conflict resolution skills

•Prioritize diverse workloads with multiple priorities

•Motivated, self-starter who can work independently

•Proven decision making and strong judgment making skills

•Analytical Skills

•Demonstrated ability to critically think through issues and analyze data to recommend solutions.

•Specialized functional or technical knowledge that allows for independent thought and action on important department activities

•Required to abide by all applicable regulatory and department practices and procedures

•Drive risk and control initiatives

 

Computer Skills:

•Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools

•Fluency in Windows Operating Systems and Microsoft Office tools

 

Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.

 

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

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

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

•Strong working knowledge of Visa/MasterCard operating rules and regulations pertaining to Chargebacks preferred

•Advanced proficiency in Windows Operating Systems and Microsoft Office tools

•Demonstrated ability to manage multiple tasks and meet deadlines

 

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