Collections Manager I - Recovery - JPMorgan Chase
Tempe, AZ
About the Job
You are a natural leader. You do what's right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.
Primary responsibilities include direct management of FTE as well as managing multiple complex / risky segments of the Auto Finance portfolio. The position will maintain responsibility of all floor operations including training, staff hiring, coaching and performance management. In addition to managing people and processes, the role requires the ability to design and own solutions to situations including the creation, implementation and monitoring of changing operational requirements. Demonstrate a high/expert degree of ability to handle the most complex cases as well as implement operational strategies to advance the effectiveness and controls.
Job responsibilities
+ Ensuring collections efforts meet expectations
+ Monitoring of live and recorded collection calls
+ Coaching and developing direct reports
+ Conducting and administering team members monthly quality reviews and scorecards
+ Administering any corrective actions necessary to direct reports
+ Ensuring department procedures are being adhered to and modifications are submitted timely
+ Tracking attendance & adhering to our time & attendance guidelines
+ Various daily, weekly and monthly reporting
+ Weekly and monthly forecast tracking and reporting
+ Department and/or Team reporting, monitoring and various approvals
+ Special projects as assigned
+ Ability to identify potential risk and react immediately with resolution.
+ Assisting the department manager on special assignments
Required qualifications, capabilities, and skills
+ Minimum 3 years of experience in customer service or in the function being managed
+ Verbal and written communication skills
+ Influencing skills
+ Change management skills
+ Prioritization skills
+ Data analysis skills
+ High School diploma/GED required
+ Demonstrates critical thinking skills to identify the best plan of resolution
+ Demonstrates personal dedication and strong work ethic
+ Demonstrates strong written and communication skill
Preferred qualifications, capabilities, and skills
+ Previous financial industry experience
+ People management experience
+ 2 years of experience in a call center environment, for call center roles
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, discretionary incentive compensation which may be 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
Primary responsibilities include direct management of FTE as well as managing multiple complex / risky segments of the Auto Finance portfolio. The position will maintain responsibility of all floor operations including training, staff hiring, coaching and performance management. In addition to managing people and processes, the role requires the ability to design and own solutions to situations including the creation, implementation and monitoring of changing operational requirements. Demonstrate a high/expert degree of ability to handle the most complex cases as well as implement operational strategies to advance the effectiveness and controls.
Job responsibilities
+ Ensuring collections efforts meet expectations
+ Monitoring of live and recorded collection calls
+ Coaching and developing direct reports
+ Conducting and administering team members monthly quality reviews and scorecards
+ Administering any corrective actions necessary to direct reports
+ Ensuring department procedures are being adhered to and modifications are submitted timely
+ Tracking attendance & adhering to our time & attendance guidelines
+ Various daily, weekly and monthly reporting
+ Weekly and monthly forecast tracking and reporting
+ Department and/or Team reporting, monitoring and various approvals
+ Special projects as assigned
+ Ability to identify potential risk and react immediately with resolution.
+ Assisting the department manager on special assignments
Required qualifications, capabilities, and skills
+ Minimum 3 years of experience in customer service or in the function being managed
+ Verbal and written communication skills
+ Influencing skills
+ Change management skills
+ Prioritization skills
+ Data analysis skills
+ High School diploma/GED required
+ Demonstrates critical thinking skills to identify the best plan of resolution
+ Demonstrates personal dedication and strong work ethic
+ Demonstrates strong written and communication skill
Preferred qualifications, capabilities, and skills
+ Previous financial industry experience
+ People management experience
+ 2 years of experience in a call center environment, for call center roles
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, discretionary incentive compensation which may be 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
Source : JPMorgan Chase
