Auto Lending Account Manager I

JPMorgan Chase & Co.; Houston (TX); Híbrido; USD 65 000 - 90 000; Tempo integral

Resumo da oferta

JPMorgan Chase & Co. Chase Auto is seeking an Auto Lending Specialist to lead a customer-facing call center team responsible for auto financing applications via Chase.com.

The role emphasizes coaching, quality monitoring, and adherence to service targets while driving process improvements and a strong customer focus. The ideal candidate has 2+ years in call center management, experience leading teams in office or work-from-home settings, and a proven ability to mentor staff through policy and

Qualificações

• 2+ years of management experience in an inbound customer service / sales call center environment.
• Proven ability to motivate, mentor, and lead professionals to meet Quality and Service Level targets.
• Experience coaching Customer Needs Assessment and guiding teams through policy changes.
• Experience managing teams in office and work-from-home environments.
• Familiarity with call center technologies and scheduling for varying shifts.

Responsabilidades

• Lead a team of call center specialists and partner with existing teams.
• Monitor monthly call quality reviews and ensure adherence to daily strategies.
• Coach staffing, volume strategy, and policy compliance to meet SL targets.
• Handle escalation calls and log complaints when required.
• Oversee training and change management for system/process improvements.
• Lead process improvements to boost efficiency and customer focus.
• Ensure staffing adequacy and staff development across areas.
• Participate in monthly business reviews with sales, credit and support teams.
• Identify trends and use data-driven coaching to improve results.

Conhecimentos

Team leadership

Call center management

Coaching

Performance monitoring

Prioritizing customer experience

Office/Remote work coordination

MS Office

Ferramentas

MS Office

Descrição da oferta de emprego

Chase Auto is a leading provider of auto financing with a portfolio of more than $80 billion in assets and relationships with 75% of U.S. franchised automotive dealers. The business is part of the JPMorgan Chase franchise and serves auto dealers, consumers, and vehicle manufacturers. It offers a range of products and services to meet the financial needs of its clients from retail lending, captive financing, and floorplan products to cash management, private banking, and payment processing.

As an Auto Lending Specialist in Chase Auto, you will lead a customer-facing call center team that is the primary point of contact for Auto Customers who have applied for financing via Chase.com.

Job 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
  

Required qualifications, capabilities, and skills

• 2+ 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

Preferred qualifications, capabilities, and skills

• Able to work independently in a dynamic environment of change, challenge and multiple deadlines and priorities, high attention to detail
• Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)
• Strong leadership abilities.
• Strong organizational & proven time management skills, with ability to manage multiple priorities with tight deadlines
• Outstanding communications skills, both written and oral.
• Strong analytical and problem solving skills.
• Proficient in MS Office products.