Auto Finance Account Manager II - Team Lead

Testing Site - JPMC; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Chase Auto, part of JPMorgan Chase, is seeking an Account Manager II to lead a customer-facing call center team handling auto financing inquiries. The role focuses on delivering a best-in-class customer experience, monitoring quality, and guiding staff through policy and system changes.

You will coordinate with sales, credit, and support departments to sustain performance targets, identify trends in data, and foster staff development in a fast-paced environment.

Qualifications

• 5+ years of management experience in an inbound customer service / sales call center environment.
• Proven ability to motivate, mentor, and lead talented professionals to deliver outstanding results and meeting Quality and Service Level targets.
• Experience in prioritizing the customer experience, with a record of teaching Customer Needs Assessment skills to a team of specialists.
• Ability to coach a team through rapid customer experience, procedural, and policy changes.
• Track record of managing a team while working in the office, as well as in a work-from-home environment
• Experience with Call Center technologies
• Flexibility to work Evening/Weekend schedule

Responsibilities

• Lead a team of call center specialists and maintain an effective working partnership with existing teams.
• Responsible for monthly call monitoring Quality reviews and results and ensure consistent implementation of daily strategies to meet Service Level targets.
• Monitor regular productivity, coaching to performance, providing guidance on staffing and daily volume strategy, and reinforcing adherence to policy & procedures.
• Take escalation calls and log complaints when required
• Oversee training and change management to ensure the team is prepared for system & process enhancements, and industry changes.
• Lead/participate in various process improvements and re-engineering initiatives in line with efficiency and customer obsession efforts.
• Ensure assigned area(s) are adequately staffed and all personnel are trained and developed
• Participate/lead monthly business reviews w/ sales, credit and other supporting departments in order to achieve/sustain performance target.
• Identify trends through data and behaviors observed and use it effectively in coaching to results.
• Conduct career development discussion with employees.
• Create a positive team culture that drives a positive employee experience and support recruiting and hiring needs

Skills

Management experience

Team leadership

Customer service

Call center knowledge

Quality targets

Coaching

Work-from-home experience

MS Office

Evening/weekend availability

Tools

Call Center technologies

Job description

Chase Auto, part of JPMorgan Chase, is seeking an Account Manager II to lead a customer-facing call center team handling auto financing inquiries. The role focuses on delivering a best-in-class customer experience, monitoring quality, and guiding staff through policy and system changes.

You will coordinate with sales, credit, and support departments to sustain performance targets, identify trends in data, and foster staff development in a fast-paced environment.