Collections Manager II - Card Collections - Heathrow, FL - JPMorgan Chase Bank, N.A.

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.

As a Collections Manager II in Credit Card Collections, you will be responsible for leading multiple collections teams, ensuring that all teams operate efficiently and deliver optimum performance. This role involves overseeing the day-to-day operations of the collections process, ensuring teams are providing best in class customer support, implementing strategic initiatives from senior leadership and ensuring compliance with relevant laws and regulations. You will work closely with your Supervisors to optimize performance, improve processes and contribute to the overall success of the collections operation.

Job responsibilities

• Lead and manage a team of 3-8 Account Supervisors/Team Leaders performance, leading by example and coaching on key behaviors to motivate sustained results
• Lead and utilize performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards as well as selecting and retaining talent
• Ensure assigned area is adequately staffed and all personnel are appropriately trained and developed
• Assist in oversight of day-to-day coordination of internal operation activities, including inventory management, customer service, management reporting, and data production
• Perform root cause analysis and provide clear and concise documentation on steps taken to resolve open gaps and promoting continuous improvement initiatives
• Develop strategic site plans focused on enhancing the customer service experience and employee experience, and driving goal achievement
• Execute on root-cause analysis of risk and compliance issues and client/customer/stakeholder complaints
• Handle exception items, resolves complex issues, and assists with line of business projects
• Interact and develop strong, collaborative partnerships with a variety of internal periphery departments

Required qualifications, capabilities, and skills

• Five years of leadership/management experience in collections
• Experience working within a large department or group within an Operations function, with a focus on relationship management
• Ability to handling conflicting priorities
• Strong communication and interpersonal skills
• Ability to influence decisions as well as influence internal and external business partners
• Leadership skills including but not limited to delegation, conflict resolution, and prioritization of diverse work loads
• Ability to be flexible, adhere to tight deadlines and perform in a constantly changing environment.
• Strong analytical, problem-solving, and decision-making abilities
• Excellent communication and interpersonal skills with the ability to effectively present data analysis to senior leaders in a clear and effective manner
• High School Diploma/GED

Preferred qualifications, capabilities, and skills

• Bachelor's Degree
• 5+ years in a senior leadership role overseeing multiple teams
• Proven track record of successfully managing large, complex collections operations
• Advanced proficiency with computer functions including Windows Operating Systems and Microsoft Office tools

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 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