Credit Card Collections - Manager - Elgin, IL at JPMorgan Chase Bank, N.A. in Elgin, Illinois

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 Credit Card Collections group.

Our Collections group creates and delivers the right solutions by partnering with our customers to provide the right solutions for delinquent credit card accounts.

We are looking for individuals with a passion for managing a team and the following skills:

Leadership Skills

• Develop and lead team of Specialists
• Lead by example and coach on key behaviors to drive results
• Responsible for performance management
• Select and retain talent
• Identify ways to support inclusion and diversity

Customer Focus

• Resolve employee and escalated customer problems and inquires
• Operates with urgency and meet deadlines

Communication Skills

• Communicate both verbally and written
• Ability to influence internal and external business partners
• Relationship management

Problem Solving Skills

• Ability to delegate tasks
• Conflict resolution skills
• Prioritize diverse workloads

Analytical Skills

• Participates in execution of strategy
• 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

Work schedules vary and could include a schedule that includes working in the evening and on the weekend.

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.

The Unit Manager within Chase Credit Card Collections will be responsible for leading a team of between 15-18 collections specialists

Primary responsibilities will include:

- Coaching and developing staff to ensure all Business Objectives are met.

- Ensuring all work is processed within assigned service levels and meets Legal/Compliance requirements.

- Partnering with Leadership team to identify and implement process/procedural enhancements.

- Creating and maintaining open communication with employees as well as Peers, Leadership team and other Lines of Business.

Department responsibilities will include:

- Identify any gap in processes and recommend solution(s) to drive efficiency and effectiveness

- Complete performance reviews, development plans and annual reviews for reporting staff on a timely basis

- Ensure adherence to operating procedures, legal and compliance regulations and IT Policies to minimize risk

- Resolve complex issues and exception items

- Oversee department projects and introduce new procedures to the staff

Qualifications

• Minimum 2-3 years management experience required
• 5 years management experience strongly preferred
• Must be willing to work in an environment that requires phone-based customer interaction
• Advanced proficiency with computer functions with MS office suite strongly preferred
• High School Diploma or equivalent required, Bachelor's Degree preferred
• Credit Card Collections experience strongly preferred
• Demonstrated ability to lead or manage high performing front line representatives

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.

Equal Opportunity Employer/Disability/Veterans

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